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