F&B Reservations Agent

• Responds to all incoming reservation requests via phone, email, messaging apps, and online platforms in a prompt, professional, and courteous manner.
• Provides detailed and engaging information about each restaurant, including cuisine styles, signature dishes, operational hours, and dining concepts.
• Maintains comprehensive knowledge of outlet capacities, menu knowledge seating arrangements, operational hours, key selling points and availability to accurately manage and confirm bookings.
• Be fully aware of and able to clearly communicate outlet policies, brand standards, and dress codes to guests.
• Inputs and updates reservation details in the designated system ensuring accuracy and attention to guest preferences.
• Captures and communicates special requests, dietary restrictions, and celebrations (e.g., birthdays, anniversaries) to the service team to personalize the experience.
• Ensure payments are up to date, particularly for bookings with specific pre-payment requirements.
• Handle pre-payment procedures as per hotel policy and follow up on pending payments prior to guest arrival or event date.

• Actively promotes the hotel's F&B offerings by recommending suitable venues, themed nights, exclusive menus, and special promotions.
• Maximizes occupancy through strategic table allocation, effective reservation timing, and confirmation of bookings to reduce no-shows.
• Identifies opportunities to upsell premium dining experiences, private dining spaces, chef's tables, tasting menus, and wine pairings.
• Builds rapport with regular guests, VIPs, and in-house guests to encourage loyalty and repeat visits.
• Keeps guests informed about seasonal events, festive promotions, and culinary experiences to drive awareness and bookings.

• Coordinates with outlet managers, Guest Relations, Concierge, and Front Office teams to support a unified and guest-focused service approach.
• Maintain F&B documentation, such as menus, training logs, and departmental forms.
• Assists in managing group bookings, special events, and buyouts by organizing logistics and communicating guest expectations.
• Accurately input all confirmed Banquet Event Orders (BEOs) into the shared F&B calendar.
• Print updated BEOs daily, and ensure timely distribution to the F&B office pigeonholes for relevant team access.
• Provide daily administrative support to the F&B Office, including assisting with rosters, reports, and team coordination.
• Prepares daily and weekly reports on reservations, trends, and forecasts to support operational planning.
• Handles amendments and cancellations according to hotel policy while maintaining service excellence.
• Monitors guest feedback and collaborates with relevant departments for service recovery or enhancement where necessary.

• Minimum high school diploma or equivalent; a diploma or degree in hospitality management is preferred.
• Previous experience (1-2 years) in reservations, guest services, or a customer-facing role within the hospitality industry, ideally in F&B.
• Experience working with reservation systems (e.g., Opera PMS, Fidelio, or similar) is highly advantageous.
• Excellent communication skills in English; Additional languages are a plus.
• Proficiency in using computers and reservation software.

Accor