Restaurant Reservation Agent - Waldorf Astoria Ras Al Khaimah

Role Overview

Restaurant Reservation Agent at Waldorf Astoria Ras Al Khaimah, Hilton. This role manages guest reservations and delivers exceptional dining experiences through professional communication and operational coordination.

Role Purpose

To manage incoming reservation requests across multiple channels, assist guests in selecting dining options, coordinate with restaurant operations teams, and maintain the highest standards of customer service to exceed guest expectations at every interaction.

Key Responsibilities

Reservation Management

• Manage incoming reservation requests via phone, email, and online platforms with speed and accuracy.
• Handle reservation cancellations and modifications with professionalism and courtesy.
• Maintain up-to-date knowledge of menu offerings, promotions, and special events to provide accurate information to guests.
• Assist in managing waitlists during peak dining hours.

Guest Service & Support

• Assist guests in selecting suitable dining options based on their preferences, party size, and special requirements.
• Uphold the highest standards of customer service, striving to exceed guest expectations with every interaction.
• Solicit feedback from guests regarding their reservation experience and dining preferences.
• Relay guest comments, suggestions, and concerns to management for review and potential improvement initiatives.

Operations & Coordination

• Coordinate with the restaurant team to ensure seamless seating arrangements and timely service.
• Collaborate with restaurant managers and kitchen staff to monitor table availability, optimize seating arrangements, and ensure efficient use of dining space.
• Collaborate with other departments to address guest inquiries and resolve any issues or concerns promptly.

Sales & Promotion

• Assist in promoting special events, seasonal menus, and dining promotions to guests during reservation interactions.

Emergency Procedures

• Assist in implementing emergency procedures and protocols related to reservation management during unforeseen events, such as inclement weather, power outages, or facility closures.
• Communicate updates to guests and provide alternative solutions when necessary.

Skills & Competencies

• Proficient in reservation management software.
• Technical proficiency with online reservation platforms and POS systems.
• Excellent communication skills, both verbal and written.
• Strong organizational abilities and attention to detail.
• Effective multitasking and prioritization in fast-paced environments.
• Customer service expertise with a focus on satisfaction.
• Knowledgeable about restaurant operations and promotions.
• Familiarity with data analysis for reservation trends.
• Sales skills for promoting menu items or events.
• Collaborative teamwork with restaurant staff.

Qualifications & Experience

• Customer Service Training Certificate required.
• CPR and First Aid Certification is advantageous.