F&B Reservation Coordinator
Cairo, EGYPT Sales
Job description
Job Description
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.
Qualifications
· 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