Dining Reservations Supervisor

Job Detail

The Dining Reservations Supervisor shall provide luxury service by communicating to each guest in a thoughtful, tailored, and authentic manner; making each guest feel as they are the sole focus. Principal Accountabilities: 2.2 Understand guests’ needs and provide them with personalized solutions. 2.3 Assist both in-house and external guests with the planning and booking reservations for F&B Dining products and services or making of breakfast, brunch, lunch, and dinner reservations at one of signature restaurants. 2.4 Processing all reservations requests accurately and with full details of what has been communicated between guest and yourself (Example: Special Requests, Food Allergies, Special Occasion, etc.). 2.5 Assist both in-house and external guests with any revisions or cancellations to their reservations. 2.6 Accurately respond to all inquiries received via telephone, email, or chat. 2.7 Deliver high touch experience that is aligned with Company Service Strategy to all guests. 2.8 Handle first level complaint with a pleasant disposition. 2.9 Agility to handle services and requests effectively & efficiently. 2.10 Apply logic and high EQ in guest challenges and proactively offer/discuss resolution with a Manager on Duty. 2.11 Provide accurate up to date information on hotel information of events/activities or all resort food & beverage outlets menu offerings along with any promotions and/or special offerings that are available. 2.12 Handle emergency situations in accordance with department and hotel guidelines. 2.13 Deliver first call resolution, handle all inquiries and/or complaints in a professional and pleasant manner by applying logic and using departmental empowerment tools. 2.14 Work to achieve and exceed individual and team Key Performance Indicators (KPI’s) set by management. 2.15 Support other responsibilities as assigned by management. 2.16 Conduct confirmation calls with next day arrivals. 2.17 Responsive to emergency situations in according to company guidelines. Communication & Working Relationships: 3.1 Internal: Senior management, department heads, and other employees within the organization. 3.2 External: Guests, Customers, Auditors, vendors, and other relevant stakeholders.