F&B Reservation AgentInterContinental Hanoi Westlake

Job overview
Dinning reservation agent is responsible for the supervision of restaurant reservation agent, serves as an active, hands-on resource on the reservation system, promote excellent call and service level standards andensure optimal phone coverage.
Adhere to local regulations concerning health, safety, or other compliance requirements, as well as brand standards and local policies and procedures.
Guest experience:
Perform Services behaviours in daily operation basic towards the guests
Share guest feedback to the supervisor
Handle guest's requests, or escalate to higher levels and/or relate departments when need it
Drive buggy safely after being certified and be responsible for protecting this asset in good conditions
Process all calls in a prompt, courteous and timely manner while providing excellent customer service.
Monitor calls, track reservation agent's performance and provide feedback accordingly Process and review individual/team call statistical reports.
Work on projects that will upsell all F&B outlet to from outside guest by creating a guest profile
Responsible business:
Be responsible in keeping our property safe and secure
Be responsible in protecting the environment such as the trees, the sea, and the special species
Understand IHG Brand Standard related to your department
Recommended changes to these standards
Co-ordinate special projects as required, such as...
Rotate the roles (cross training) within department when required
Ensure that all calls are being handle properly
Provide training and instructions on improving telephone handling techniques and services to meet department standards
Reports any faults on the website to marketing team
Be aware of the procedure concerning hotel emergency procedures
Always maintain on departmental grooming
Extend the most courteous and efficient service to guest and always maintain a professional image
E-mail and Fax correspondence
Provide guests with all information concerning all the F&B outlets of the hotel
Daily VIP List
Daily Booking Report