Reservation Agent
City of Dreams Manila Philippines
Total years of experience :13 years, 9 months
• Provide customer service, confirm and process reservation requests
• Ensure all information pertaining to reservations, allergies and requests are properly taken and entered to Open Table system
• Optimizing covers to make sure that the restaurant with full capacity at all times
• Providing excellent telephone etiquette in any situation with professional manner as being the first impression of the restaurant
• Handle all customer inquiries through phone call and email as per restaurant standard
• Ensure that all queries and issues are settled accurately and properly channeled to the right people
• Direct liaise with Sales and Events Management and Culinary Team and Restaurant Managers
• Undertake administrative responsibilities and perform other assigned duties
• Handling reservations for10 restaurants out of 23 outlets in the hotel via phone call and handle email correspondence as per hotel standards
• To ensure that all reservation details are correct and properly keyed into the Respak System
• Ability to convert an inquiry call to a Sale added to the revenue score
• Knowledgeable in all restaurant profiles and promotions or special events in Atlantis The Palm
• Handling group bookings, monitor phone and email volume
• Assist the Team Leaders in preparing reports such as admin works, JD Power Investigation, Call Listening Quality Control of the department
• Perform tasks as per instructions from the immediate supervisor
• Maintain a close and professional contact with food and beverage outlets, other departments in the hotel, Dubai hotel staff, travel agents and tour company operators
• Coordinating for any special booking requests e.g. Cake Requests, Dietary Requirements, etc
• Ensures that phones are attended at all times
• Directly involved in order taking and order placing process while dealing with guest requests and orders
• Making sure that the food is the right order for the correct room and to be served efficiently
• Know all menus and ongoing promotions and gives recommendations to guests upon request
• In charge to organize and assign the training programs of the department
• Perform tasks as per instructions from the immediate supervisor and as per duty schedule
• Receives training and performs duties in several departments
• Set performance goals and objectives with upper management
• Provides recommendation to the F&B team regarding future plans and changes.
• Ensure clean and safe environment during the assigned shift.
• To be familiar with F&B environment and apply to company standards
• Attain individual sales objectives as well as customer service goals
• Learns line and staff functions, operations, management viewpoints and company policies and practices that affect each phase of business
• Observes experienced workers to acquire knowledge of methods, procedures and standards required for performance of department duties
2007 - 2010 Bachelor of Science in Hotel and Restaurant Management Specialization in Cruise Line Lyceum of the Philippines University Intramuros, Manila Philippines