F&B Restaurant Reservation SupervisorCÔNG TY TNHH GMS GROUP VIỆT NAM

1. Working at the "Food & Beverage Reservations" with the proper Standards & Procedures.
2. Handle all F&B bookings/inquiries coming daily through phone, online booking channels and e-mails
3. Advice and recommend food & beverage choices to customers while making the bookings.
4. Proceed with table allocation if needed
5. Confirm and reconfirm bookings for all F&B outlets
6. Responsible for taking clear and accurate information about every booker and update it correspondingly in database. Send confirmations for F&B reservations booked if necessary.
7. Handle pre-payment for F&B reservations and special events bookings if needed
8. Provide customers with any required information related to all F&B outlets, promotions and special events
9. Anticipate guest's needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.
10. Establish and maintain an accurate filing system
11. Monitor and maintain the waitlist file
12. Approach inhouse /Outside Guests to introduce all F&B Promotions/Activities
13. Introduce the Bonvoy and upselling programs.
14. Preparation and compilation of various reports/Tasks as required by Assistant Director of Sales, Food & Beverage.
CRITICAL TASKS:
Guest Relations
1. Address guests' service needs in a professional, positive, and timely manner.
2. Thank guests with genuine appreciation and provide a fond farewell.
3. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
4. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
5. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
6. Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
Communication
1. Speak to guests and co-workers using clear, appropriate and professional language.
2. Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Working with Others
1. Support all co-workers and treat them with dignity and respect.
2. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
3. Develop and maintain positive and productive working relationships with other employees and departments.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Computer Skills
1. Use computer systems and software packages to input, access, modify, store, or output information
2. Enter and retrieve data from computer systems using a keyboard, mouse or trackball.
Physical Tasks
1. Enter and locate work-related information using computers and/or point of sale systems.
2. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Policies and Procedures
1. Maintain confidentiality of proprietary materials and information.
2. Follow company and department policies and procedures.
3. Protect the privacy and security of guests and coworkers.
4. Perform other reasonable job duties as requested.