Dining Reservations Trainee

JOB SUMMARY

Handle reservation inquiries as well as ensure all reservation-related information are accurate. Skilfully upselling products and services, i.e. menu items, promotions, and loyalty cards. Acquire full knowledge about all restaurants, promotions, and special offers. Answering all internal and external calls. Execute and follow up on tasks assigned by the Dining Reservations Manager.

 

CANDIDATE PROFILE 

Education and Experience

Diploma / Vocational certificate in Hospitality or related field

Minimum 1 year related experience 

 

CORE WORK ACTIVITIES 

• 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 of your time.


• Meet or exceed all Marriott Standards associated with the job role


• Work closely with each restaurants’ manager to ensure restaurant seating is maximized during all meal periods


• Assist with resolution to any issues caused by booking errors


• Assist both in-house and external guests with the planning, and making of brunch, lunch, and dinner reservations at the restaurants 


• 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.)


• Assist both in-house and external guests with any revisions or cancellations to their dining reservations


• Accurately respond to all restaurant inquiries received via telephone, email, or chat


• Provide accurate up to date information on all food & beverage outlets menu offerings along with any promotions and/or special offerings that are available


• Handle emergency situations in accordance with department and hotel guidelines 


• Deliver first call resolution, handle all inquiries and/or complaints in a professional and pleasant manner by applying logic and using departmental empowerment tools


• Work to achieve and exceed individual and team Key Performance Indicators (KPI’s) set by management


• Admin support and other responsibilities as assigned by management on ad hoc basis 


• Conduct confirmation calls with next day arrivals