F&B Reservations Agent

Job Description 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 for managing guest bookings efficiently, proactively selling and promoting the hotel’s culinary experiences, and providing administrative support to the F&B team. The agent ensures a seamless, luxury-driven pre-arrival journey that enhances guest satisfaction and supports revenue. Key Responsibilities Reservations & Guest Relations : Respond promptly and courteously to all reservation requests via phone, email, messaging apps, and online platforms. Provide detailed information about each restaurant, including cuisine, signature dishes, hours, and concepts. Maintain knowledge of outlet capacities, menus, seating, policies, and availability to manage bookings accurately. Communicate outlet policies, brand standards, and dress codes clearly to guests. Input and update reservation details in the system, ensuring accuracy and capturing guest preferences. Communicate special requests, dietary restrictions, and celebrations to the service team for personalized service. Ensure payments are processed correctly, especially for pre-paid bookings, and follow up on pending payments. Sales & Upselling : Promote F&B offerings, including venues, themed nights, menus, and promotions. Optimize occupancy through strategic reservations management and confirmation to reduce no-shows. Upsell premium dining experiences, private spaces, chef’s tables, tasting menus, and wine pairings. Build rapport with regular guests, VIPs, and in-house guests to foster loyalty. Inform guests about seasonal events and promotions to increase bookings. Operational & Administrative : Coordinate with outlet managers, Guest Relations, Concierge, and Front Office to ensure seamless service. Maintain F&B documentation such as menus and logs. Assist with group bookings, events, and buyouts by organizing logistics and managing guest expectations. Input and manage BEOs in the F&B calendar and distribute them timely. Provide administrative support, including reports and team coordination. Handle reservation amendments and cancellations per hotel policy. Monitor guest feedback and collaborate on service recovery when needed. Qualifications High school diploma or equivalent; hospitality management diploma or degree preferred. 1-2 years experience in reservations or guest services within hospitality, ideally in F&B. Experience with reservation systems (e.g., Opera PMS, Fidelio) is advantageous. Excellent English communication skills; additional languages are a plus. Proficiency in computer and reservation software.

#J-18808-Ljbffr