F&B Reservation Coordinator

Main Duties:

• To attend and handle all incoming and outgoing outlets reservation requests, as per the hotel standards and procedures.
• To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
• To recognize VIP guests and to apply the concerned policies.
• To respect the privacy of the guests and the confidentiality of the information.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest's satisfaction and recording it.
• To report all guest comments or complaints.
• To properly use the telephone etiquette as per Sofitel standards.
• To have a perfect knowledge of F&B outlets, menus and prices.
• To properly use and maintain the reservation communication system (telephone, fax, e-mail).
• To be aware of and to follow emergency and security procedures.
• To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
• To maintain an atmosphere of high morale and a happy working relationship among the team.
• To respect schedules, terms and deadlines as agreed with the Management.
• To carry out special projects according to the assignments.

• To establish a rapport with guests maintain good customer relationships and assist in updating guest history files.
• To attend all meetings as required by Executive Management.
• To attend Daily Operating Meetings and discuss relevant information.
• To handle all guest complaints, requests and inquiries on food, beverage and service.
• To handle difficult guests in conjunction with the security department
• To maintain a high standard of personal appearance and hygiene at all times.

• Strong communication skills, both written and verbal
• Ability to work well under pressure and in a fast-paced environment
• Excellent customer service skills
• Strong attention to detail and organizational skills