F&B Reservations Agent

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The F&B Reservations Agent at Raffles & Fairmont Doha serves as the primary point of contact for all dining reservations across the hotels’ exceptional collection of restaurants and bars. This role is responsible not only for managing guest bookings with efficiency and care but also for proactively selling and promoting the hotel’s unique culinary experiences. As an ambassador of two world-renowned brands, the agent ensures a seamless, luxury-driven pre-arrival journey that enhances guest satisfaction and supports revenue generation. Additionally, the agent provides administrative support to the F&B team and ensures accurate maintenance of departmental records.

Key Responsibilities

Reservations & Guest Relations:

• Responds to all incoming reservation requests via phone, email, messaging apps, and online platforms in a prompt, professional, and courteous manner.
• Provides detailed and engaging information about each restaurant, including cuisine styles, signature dishes, operational hours, and dining concepts.
• Maintains comprehensive knowledge of outlet capacities, menu knowledge seating arrangements, operational hours, key selling points and availability to accurately manage and confirm bookings.
• Be fully aware of and able to clearly communicate outlet policies, brand standards, and dress codes to guests.
• Inputs and updates reservation details in the designated system ensuring accuracy and attention to guest preferences.
• Captures and communicates special requests, dietary restrictions, and celebrations (e.g., birthdays, anniversaries) to the service team to personalize the experience.
• Ensure payments are up to date, particularly for bookings with specific pre-payment requirements.
• Handle pre-payment procedures as per hotel policy and follow up on pending payments prior to guest arrival or event date.

Sales & Upselling:

• Actively promotes the hotel’s F&B offerings by recommending suitable venues, themed nights, exclusive menus, and special promotions.
• Maximizes occupancy through strategic table allocation, effective reservation timing, and confirmation of bookings to reduce no-shows.
• Identifies opportunities to upsell premium dining experiences, private dining spaces, chef’s tables, tasting menus, and wine pairings.
• Builds rapport with regular guests, VIPs, and in-house guests to encourage loyalty and repeat visits.
• Keeps guests informed about seasonal events, festive promotions, and culinary experiences to drive awareness and bookings.

Operational & Administrative:

• Coordinates with outlet managers, Guest Relations, Concierge, and Front Office teams to support a unified and guest-focused service approach.
• Maintain F&B documentation, such as menus, training logs, and departmental forms.
• Assists in managing group bookings, special events, and buyouts by organizing logistics and communicating guest expectations.
• Accurately input all confirmed Banquet Event Orders (BEOs) into the shared F&B calendar.
• Print updated BEOs daily, and ensure timely distribution to the F&B office pigeonholes for relevant team access.
• Provide daily administrative support to the F&B Office, including assisting with rosters, reports, and team coordination.
• Prepares daily and weekly reports on reservations, trends, and forecasts to support operational planning.
• Handles amendments and cancellations according to hotel policy while maintaining service excellence.
• Monitors guest feedback and collaborates with relevant departments for service recovery or enhancement where necessary.

• Minimum high school diploma or equivalent; a diploma or degree in hospitality management is preferred.
• Previous experience (1-2 years) in reservations, guest services, or a customer-facing role within the hospitality industry, ideally in F&B.
• Experience working with reservation systems (e.g., Opera PMS, Fidelio, or similar) is highly advantageous.
• Excellent communication skills in English; Additional languages are a plus.
• Proficiency in using computers and reservation software.