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F&B Supervisor - Reservations

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Mandarin Oriental Hotel Group

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail
  • Dubai

AI generated summary

  • You need 1-2 years in high-end customer service, effective communication skills, proficiency in Microsoft Office and reservation systems, leadership ability, and attention to detail. Multilingual is a plus.
  • You will manage reservations, handle administrative tasks for events, lead site visits, support team performance, and ensure efficient operations and guest satisfaction.

Requirements

  • 1-2 years’ experience in high end customer service role and dealing directly with customers face to face and over the phone
  • Communicate effectively with various customer profiles to deliver their expectations
  • Demonstrate advance knowledge in Microsoft Office and good knowledge of a table management/ reservation system
  • Fluent in English – spoken and written
  • Additional languages are desirable (especially Arabic, Russian, Mandarin, German, French, Spanish)
  • Excellent communication and interpersonal skills, with a focus on delivering exceptional guest service and the ability to interact effectively with guests and colleagues
  • Ability to understand guest needs and expectations and to deliver superior customer service
  • Proven ability to successfully motivate and lead a team
  • Strong leadership skills with the ability to inspire and manage a team effectively
  • Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment

Responsibilities

  • Oversee daily operations, ensuring reservations are handled efficiently and accurately.
  • Complete guest booking requests using Mandarin Oriental standards for data entry, email quality and call quality
  • Responsible for all administrative work related to group reservations and private events in the F&B department liaising with Outlet/General Managers.
  • To be a hotel representative for pre-events meetings, daily event management and post event evaluations.
  • To lead site visits, prepare customized event proposals and contracts, creating events orders, designing custom menus and generating sales revenue reports.
  • Contracts live entertainers as required, inclusive of booking of flights, arranging entertainers’ permits, accommodation and any other related activities.
  • To generate future sales revenue by rebooking corporate and social groups.
  • Maintains document systems and file/stores documents in accordance with Hotel’s procedures.
  • Flexibility to work to demands of the business including rotational shifts.
  • Actively demonstrate and comply with IT security and compliance policy
  • Any other duties as may reasonably be requested by the management.
  • Acts as a first point of contact of the restaurant reservations team.
  • Proactively identifies responsibility for solving problems.
  • Able to take charge of the team in the absence of the F&B Executive.
  • Ownership for own personal performance and development.
  • Conduct performance evaluation to restaurant reservations agent and deliver coaching as necessary.
  • Record and monitor individual and team’s performance and able to create action plan to be presented to the F&B management.
  • Monitor individual and team’s tasks are up to date.

FAQs

What are the primary responsibilities of the F&B Reservations Supervisor?

The F&B Reservations Supervisor is responsible for managing group and event bookings, overseeing daily operations of the reservation team, ensuring accurate and efficient handling of reservations, conducting site visits, preparing event proposals, and collaborating with outlet managers on administrative tasks related to group reservations and private events.

What qualifications are required for the F&B Reservations Supervisor position?

Candidates should have 1-2 years of experience in a high-end customer service role, demonstrate advanced knowledge in Microsoft Office, be fluent in English (spoken and written), possess excellent communication and interpersonal skills, and ideally have additional language skills.

Who does the F&B Reservations Supervisor report to?

The F&B Reservations Supervisor typically reports to the F&B Executive or management team within the F&B department.

Is previous experience in a hospitality environment necessary for this role?

While not explicitly stated, prior experience in a hospitality environment, particularly in customer service or reservations, is highly beneficial for this position.

What types of events will the F&B Reservations Supervisor be managing?

The F&B Reservations Supervisor will manage group reservations, private events, and special functions related to the hotel’s F&B outlets.

What is the expected work schedule for this position?

The F&B Reservations Supervisor should expect to work flexible hours, including rotational shifts, to meet the demands of the business.

How important is teamwork in this role?

Teamwork is crucial; the F&B Reservations Supervisor must lead and motivate the reservation team, ensuring effective collaboration to meet guest and business needs.

Is training provided for the F&B Reservations Supervisor role?

Yes, on-the-job training and ongoing coaching will be provided to help the F&B Reservations Supervisor and their team meet performance standards.

What skills are essential for success in this position?

Essential skills include strong leadership, exceptional organizational skills, attention to detail, the ability to multitask, and a focus on delivering superior customer service.

Are there opportunities for career advancement in this role?

Yes, there are opportunities for career development and advancement within the hotel's F&B department based on individual performance and development.

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Mandarin Oriental Hotel Group

Travel & Leisure
Industry
10,001+
Employees
1963
Founded Year

Mission & Purpose

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and 7 residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group. Mandarin Oriental’s aim is to be recognized widely as the best global luxury hotel group, providing 21st century luxury with oriental charm in each of its hotels. This will be achieved by investing in the Group’s exceptional facilities and its people, while maximizing profitability and long-term shareholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The strategy of the Group is to open the hotels currently under development, while continuing to seek further selective opportunities for expansion around the world. The parent company, Mandarin Oriental International Limited, is incorporated in Bermuda and has a premium listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. Mandarin Oriental Hotel Group International Limited, which operates from Hong Kong, manages the activities of the Group’s hotels. Mandarin Oriental is a member of the Jardine Matheson Group.