Thursday, 14 November 2013

Reservations & Event Manager - Dubai, UAE

Job Description

Position Profile / Job Purpose:
Plan and coordinate daily reservations, group reservations and events at the restaurant. Provide special and group events support services to Managing Partner, Operations Manager and Executive Chef.

This is a hands-on role that will maximize revenue opportunities in the areas of group reservations and events by driving sales leads. Meticulous planning and coordinating to guarantee success in the operational and functional management of all reservations and events.

Working Hours:
54 hours/week exclusive of meal breaks, 6 days/week. Work schedule depends upon the volume of business.


Primary Responsibilities:
Service
• Be passionate about customer service with the capability of delivering amazing hospitality to our guests.
• Prepare and implement SOP’s for the restaurant reservations and event management.
• Responsible to book events, group reservations for the restaurant and capture future bookings.
• Ensure that the Reservation telephone line and e-mail are answered promptly and in a polite and professional manner.
• Must use RESPACK software to take reservations, ensure that sms confirmation of his/her reservation has reached the guest.
• Administer the needs for host/hostess and reception desk.
• Establish policies, procedures and schedules for the daily reservations and events at the restaurant.
• Positive attitude and belief in providing all guests with a magical customer service experience.
• Organise events in an immaculate manner to ensure that everything goes smoothly on the day.
• Liaise with the Kitchen, Operations, Finance and Purchasing department for group event food & beverage requirements, special materials and budget costs.
• Liaise with potential clients to show them how Roberto’s can meet their needs. This will involve talking to them on the telephone, showing them around the restaurant and meeting with them to confirm all the details of their event.
• Must be present to meet and greet the clients on the day of their event.
• Ability to build rapport with clients and attention to detail to ensure nothing is missed. This will be an essential to your success in this role.
• Eager to spot opportunities, up-sell to offer additional products or services and go the extra mile to make the client's conference or event a true success.
• Participate in restaurant’s promotional activities.
• High level of IT skills and able to complete own administration tasks on the computer.
• Co-ordinate with the operations and kitchen team on floor requirements and menu requirements respectively with regard to the special events, festival events, parties and related requests for the event management.
• Respond to customer inquiries and complaints.
• Attend department meetings.
• Acknowledge and act upon individual guests needs at the restaurant.
• Deal with guest comments in a positive manner and take appropriate follow up action.
• Communicate the complaint handling procedure and corrective action to the Management.
• Ensure that accurate records are maintained of all reservations and events and filed in accordance with the company policy and procedures.

Guest Service:
• Responsible for understanding and performing all standards, policies and procedures relating to restaurant reservations, events and general guest services.
• Responsible for communicating special information/requests to co-workers.
• Notify Operations/Lounge Manager/Executive Chef of unusual incidents.
• Attends training as well as department meetings.
• Responsible for ensuring guests received the highest possible level of service to maintain overall satisfaction on a consistent basis.
• To build up good guest relationships with regulars and new visitors.
• To establish proper filing system with menu copies and updated wine lists for mailing.
• Adding and deleting names on the mailing list and update this list every six months.

Skills

Qualifications:
• Minimum 3-5 years of experience for the same position

Personal hygiene:
• To practice high standards of personal hygiene at all times in terms of grooming and uniform.
• To maintain the required standards of operational hygiene according to the cleaning rotas at all times.



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