F&B Reservations Agent
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Job Number 19000B98
Job Category Administrative
Location The Westin Doha Hotel & Spa, Doha, Qatar VIEW ON MAP
Brand Westin Hotels & Resorts
Position Type Non-Management/Hourly
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Policies and Procedures
-Protect the privacy and security of guests and coworkers.
-Maintain confidentiality of proprietary materials and information.
-Follow company and department policies and procedures.
-Perform other reasonable job duties as requested by Supervisors.
-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.
-Address guests' service needs in a professional, positive, and timely manner.
-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.
-Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
-Thank guests with genuine appreciation and provide a fond farewell.
-Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
-Speak to guests and co-workers using clear, appropriate and professional language.
-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.
-Talk with and listen to other employees to effectively exchange information.
Working with Others
-Support all co-workers and treat them with dignity and respect.
-Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
-Comply with quality assurance expectations and standards.
-Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
-Possess full and accurate information about all F&B outlets, promotions and special events
-Provide customers with any required information related to all F&B outlets, promotions and special events
-Handle all F&B inquiries coming through phone and e-mails
-Handle bookings for all F&B outlets before the outlets are open.
-Handle group inquiries and bookings for F&B outlets, prepare offers and contracts for groups
-Advice and recommend food & beverage choices to customers while making offers
-Handle pre-payment for F&B reservations and special events bookings if needed
-Create reservations in Reserve Out system and clearly indicate all notes and preferences of the customer. Proceed with table allocation if needed
-Confirm and reconfirm bookings for all F&B outlets before outlets are open.
-Responsible for control over the number of reservations taken for a day for any outlet
-Announce overbook of any outlet when necessary and stop bookings before the Outlet Manager is on duty
-Handle reservations for special events arranged by the hotel
-Handle ticket sales for special events arranged by the hotel
-Responsible for taking clear and accurate information about every booker and update it correspondingly in database
-Handle Reserve Out database and corrects mistakes where applicable. Ensure all information is correct and up to standards
-Actively assist in promoting F&B outlets and special events by providing full and detailed information
-Ensure that all customer inquiries are handled timely, efficiently and with care
-Maintain efficient communication with Outlet Managers, F&B management and other departments in order to facilitate operation
-Make Telemarketing as per the standard of procedure
-Maintain appropriate level of confidentiality
-Use operating equipment correctly and handles it without damaging
-Carry out any other reasonable duties and tasks assigned by department head or management
-Operate in a safe and environmentally friendly way to protect guests’ and colleagues’ health and safety, as well as protect and conserve the environment.
-Comply with the hotel environmental, health and safety policies and procedures
-Follow proper escalation procedures when addressing guest concerns.