Restaurant Reservations Agent
2 days ago
The Reservations Agent captures details from the incoming calls and coordinates each reservation to ensure the guest's satisfaction. He or she should reflect the quality of the hotel to our possible guest and must be a very strong in communication skills. A positive attitude, knowledge of the hotel and attention to details are all key requirements in Anantara Reservations Agents.
1. Managing Reservations:
Handle incoming reservation requests via phone, email, or online booking systems.
Confirm, modify, or cancel reservations as needed, ensuring accuracy in guest details and preferences.
Maintain up-to-date reservation records in the system and ensure all bookings are tracked efficiently.
Manage guest requests for special seating arrangements, such as window seats, high chairs, or specific tables.
2. Guest Interaction and Customer Service:
Greet guests warmly and assist with reservations or inquiries, offering a high level of customer service.
Provide information about the restaurant's menu, specials, and policies to potential guests.
Handle guest complaints or concerns regarding reservations, offering solutions where necessary.
3. Coordinating with Restaurant Staff:
Communicate reservation details and special guest requests to the front-of-house staff, including servers and host/hostess.
Work with the restaurant management team to optimize seating arrangements and table assignments based on guest reservations.
Ensure the restaurant is aware of large group bookings, private events, or VIP guests.
4. Ensuring Efficiency and Accuracy:
Monitor booking systems for any discrepancies or issues with availability and ensure all reservations are accurately recorded.
Prevent double-booking or overbooking, keeping a close eye on available seating and capacity.
Keep track of peak dining times and adjust reservations to optimize flow and seating capacity.
5. Handling Waitlists:
Maintain a waitlist when necessary, providing accurate wait times and keeping guests informed.
Offer alternatives to guests when desired reservation times are unavailable.
Ability to communicate with the guests and anticipate their needs.
Ability to smile and diffuse anger naturally.
Have an enthusiastic and positive personality.
Profound knowledge of customer service and of all beverage products and services.
Skills and Knowledge:
Customer Service Skills: Excellent communication skills, with the ability to address guest concerns and provide a positive experience.
Computer Skills: Proficiency with reservation systems, POS (Point of Sale) systems, and Microsoft Office Suite. Knowledge of reservation software such as OpenTable, Resy, or similar is beneficial.
Multitasking: Ability to manage multiple reservation channels simultaneously while maintaining accuracy and professionalism.
Attention to Detail: Ensuring that all reservation details, including special requests and dietary preferences, are recorded accurately.
Organizational Skills: Ability to manage bookings efficiently, ensuring optimal seating and minimizing guest wait times.
3. Experience:
Previous experience in customer service, hospitality, or a restaurant environment is preferred.
Experience in managing reservations, front-of-house operations, or related positions is a plus.
4. Personal Attributes:
Professionalism: Friendly and courteous demeanor with a focus on delivering exceptional service.
Problem-Solving: Ability to manage guest concerns regarding reservations and find solutions efficiently.
Patience: Comfortable dealing with high-volume calls and managing guest expectations during peak hours.
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