F&B Reservations Officer

JOB SUMMARY

Assists the Reservations Manager in the supervision and control of the food & beverage reservations operational procedures. This includes preparation of maintaining a complete and up to date reservation, diligent follow ups on reservations, assisting with preparation of monthly rosters if require, and monitoring booking demand and trends and ensuring the maximisation of the outlets to maximised the revenue opportunities in all aspects.

Officers promotes outlets through phone contacts and maintains a good relationship with business contacts by assisting in doing eDM blast. Also, to contribute positively to Engagement Survey results by being positively in all aspects of departmental & inter-departmental issues.

DUTIES AND RESPONSIBILITIES

A) RESTAURANTS AND OPERATIONS

1. Responsible in handling daily Outlets Reservations and 3rd party Reservations Platforms delegates it’s accordingly besides the Sevenrooms

2. Takes charge of the systematic and monitor the following up, orderly filing of reservations correspondence and ensure that they are updated in Sevenrooms accordingly.

3. Helps in the review of work methods and procedures in F&B Reservation, recommends changes when necessary to improve quality of work.

4. Actively managing/selling the restaurants at 100% occupancy thru ensuring the team reconfirming all reservations includes both seminars, group bookings to maximise the revenues. Ensuring that all details are input in Sevenrooms accordingly.

5. Meet or exceed monthly upsell and maintain abandon calls goals at or below 3%

6. Keeps the Reservations Manager informed of daily reservation developments and closely co-ordinates with respective outlets and the relevant department during high demands situations especially the outlets. This also includes the Events Team to avoid any discrepancy.

7. Check all the big group with deposits/guaranteed for 10 diners an above or Private Rooms, seminars bookings are correctly inputs in Sevenrooms.

8. Discharges functions in accordance with the hotel policy.

9. Handles guest complains and Customer Care guest complains. Conducts the necessary investigations and co-ordinates with the Reservations Manager for advice/approval

10. Ensures data update for all promotions are updated accordingly and updates all the relevant departments.

B) TRAINING AND ASSOCIATES PROGRESS

1. Establishes and sets in place targets to achieving office goals for officer productivity. (i.e. competitive shop calls, abandoned calls and specific projects if applicable)

2. Responsible for developing, organising and implementing individual officer.

3. Works with the Reservations Manager in providing recognition and seeking opportunities to celebrate achievements with individual or the F&B Reservations team.

4. Lead the monthly reservations meeting and prepare the necessary agenda.

C) FORECASTING / STATISTICAL ANALYSIS / SYSTEM MAINTENANCE

1. Monitors daily booking trends, demand and pick-up patterns from various sources and updates the Reservations Manager if necessary.

D) Any other duties as may be assigned from time to time.

JOBS REQUIREMENTS

• Candidate must possess at least a Professional Certificate/NiTEC, any field.
• Relevant experience with hotel Rooms/F&B reservations is a big plus. Fresh graduates are welcome too.
• Great customer service, communication, multi-tasking & interpersonal skills.
• A great team player.
• Able to start work within short notice period.