Rosewood Hotel Group Page d’accueil

OVERVIEW/BASIC FUNCTION:

The Food and Beverage Reservation specialist is responsible for managing reservations for dining experiences within the hotel’s restaurants, bars, and special F&B events.

This role requires exceptional customer service skills, attention to detail, and a thorough understanding of the hotel’s food and beverage offerings.

The specialist will ensure that all guest inquiries are handled promptly and accurately while providing a personalized service to enhance the overall guest experience.

RESPONSIBILITIES:

Reservation:

• Handle incoming reservation requests via phone, email, or online platforms.
• Provide detailed information about dining options, menus, special events, and promotions.
• Accurately input reservation details into the restaurant management system. (7 rooms)
• Confirm reservations with guests via email or phone, providing all necessary details including date, time, location, and any specific requests.
• Work closely in contact with F&B Operations to communicate special events, offers and pop ups to the clientele
• Work closely with Marketing to share with our guests the latest marketing material
• Support Sales and Events with F&B reservation and organization.
• Collaborate with other departments when required.
• Ensure you comply to any service task in accordance with Brand and LQA standard.
• Complete any additional project and administrative task assigned by line manager and management

Guest Assistance:

• Assist guests with inquiries regarding menu items, dietary restrictions, and special requests.
• Make recommendations based on guest preferences to enhance their dining experience.
• Manage modifications or cancellations of existing reservations efficiently.
• Ensure F&B systems are updated to reflect guest preferences and key information.
• Highlight and assist with any special occasion booking (preference enquiries, upselling opportunities etc.)
• Follow up with guests’ post-visit to gather feedback on their dining experience.
• Follow up on any F&B negative review, connect with guests and connect for guest recovery experience.
• Identify repeating guests, developed and maintained relationships and untapped networking opportunities.
• Successfully track, monitor and report on key information

Upselling and Promotion:

• Promote special dining packages, wine pairings, or exclusive events during the reservation process.
• Identify opportunities for upselling additional services such as private dining or events bookings.
• Confirmation and Follow-up:

Reporting and Record Keeping:

• Maintain accurate records of reservation activities including guest profiles, booking statistics and all related databases such as guest consumption, preferences number of visits,
• Generate reports as needed for management analysis regarding restaurants occupancy rates and revenue generation from food and beverage services.