Reservation Agen

1 week ago

Manama, Manama, Bahrain Propel Consult Full time 70,000 - 120,000 per year

The F&B Reservation Agent manages all table reservations and customer service operations while adhering to OPA's policies, procedures, standards, and regulations. It is a role responsible for responding to communications from guests, and referral networks concerning reservations arriving by mail, telephone, or through a central reservation system. The F&B Reservation Agent creates and maintains reservation records and reports, provides information to the customers, and handles complaints regarding OPA products and services.

The F&B Reservation Agent role involves a lot of communication with the guests and the team; and requires excellent interpersonal relationship skills to be able to relate well with guests from all walks of life.

Key Responsibilities:

  1. Monitor all opening and closing procedures of the reception desk

  2. Work closely with the General Manager and Operations Director in developing creative and profitable ideas, special activities, and offers based on the guests' needs and satisfaction

  3. Develop, implement, and update reservations and customer service SOPs and ensure adequate training to the team members

  4. Manage booking and reservation system efficiently and control guests seating arrangements and floor plan

  5. Make a great and impressive first impression on clients and ensure outstanding customer services

  6. Answer phone calls in a professional manner and as per the OPA's standard procedures

  7. Proficiently and politely handle guests' reservation requests from both offline and online modes of reservations as per the availability of the restaurant and based on the guest's needs

  8. Ensure the confirmation of reservation and response to inquiries are done promptly within 24 hours

  9. Assist guests to their tables and organize the seating based on their preferences whilst balancing the customers' flow in service stations

  10. Confidently communicate OPA's business concept, product offerings, packages, event and activities, and all sales promotional materials to the guests

  11. Attend to customer service inquiries efficiently

  12. Collaborate with the service team to provide excellent customer service

  13. Maintain a professional and courteous attitude and diplomacy while relating with clients even when dealing with hostile, impatient, or irate guests

  14. Communicate with General Manager on all guest-related issues and work together in creating solutions and new ideas to elevate the guests' experience and establish customer loyalty

  15. Manage and maintain customers' database system and ensure efficient filing of the guests' important records and information and effectively utilize them to gain valuable insights about OPA's customers and for sales and marketing purposes

Key Competencies

  1. Advanced knowledge of Table Management and Booking System software

  2. Flexibility to work in shifts and long hours

  3. Knowledge of restaurant operations

  4. Knowledge of food hygiene and safety standards

  5. Excellent interpersonal relationship skills

  6. Excellent customer service skills

  7. Excellent verbal and oral communication skills

Job Types: Full-time, Permanent

Pay: Up to BD per month