F&B Reservations Agent Full Time

About The Company 

Nestled in the city’s heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards. With unparalleled views of Dubai’s skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites. Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it’s not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The F&B Reservations Agent is responsible for all customer reservations and queries received via telephone or emails for restaurant outlets. The role is the key point of contact for managing dining reservations across the Hotel’s restaurant and bar outlets while making sure each booking is entered into the system following Mandarin Oriental data and quality standards.

Responsibilities

• Handle all food and beverage reservations, including processing requests, managing booking systems, and ensuring accuracy of reservation details. Accommodate special requests and modifications as needed.
• Proactively handle customer queries offering personalized recommendations and assistance to enhance their dining experience through telephone and email
• Contribute to revenue objectives through maximizing booking conversions
• Where appropriate, promote and upsell special events, seasonal menus, and exclusive offers to guests, enhancing their dining experience and driving revenue.
• Ensure group and event booking requests are completed and handed to team in agreed time scales.
• Keep up to date with information and training required to complete role effectively
• Flexibility to work to demands of the business including rotational shifts
• Maintain the integrity and accuracy of customer data base
• Actively demonstrate and comply with IT security and compliance policy
• Any other duties as may reasonably be requested by the management

Skills & Qualifications

• 1-2 years’ experience in high end customer service role and dealing directly with customers face to face or over the phone
• Strong communication and interpersonal skills, with the ability to interact with guests and team members in a courteous and professional manner.
• Proficiency in table management/reservation management software and Microsoft Office Suite.
• Fluent in English – spoken and written
• Additional languages are desirable (especially Arabic, Russian, Mandarin, German, French, Spanish)
• Knowledge of food and beverage operations and an understanding of dining preferences and trends is advantageous
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.