F&b Reservations Officer

**Job Number** 23108715

**Job Category** Food and Beverage & Culinary

**Location** Singapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore, Singapore, Singapore

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**JOB SUMMARY**

Assists the RM in the supervision and control of the food & beverage reservations operational procedures. This includes preparation of maintaining a complete and up to date reservation, diligent follow ups on reservations, assisting with preparation of monthly rosters if require, and monitoring booking demand and trends and ensuring the maximisation of the outlets to maximised the revenue opportunities in all aspects. Officers promotes outlets through phone contacts and maintains a good relationship with business contacts by assisting in doing eDM blast. Also, to contribute positively to Engagement Survey results by being positively in all aspects of departmental & inter-departmental issues.

**JOB DUTIES & RESPONSIBILITIES**

**A) RESTAURANTS AND OPERATIONS**
- Responsible in handling daily Outlets Reservations and 3rd party Reservations Platforms delegates it’s accordingly besides the Marc System
- Takes charge of the systematic and monitor the following up, orderly filing of reservations correspondence and ensure that they are updated in Marc Systems accordingly.
- Helps in the review of work methods and procedures in F&B Reservation, recommends changes when necessary to improve quality of work.
- Actively managing/selling the restaurants at 100% occupancy thru ensuring the team reconfirming all reservations includes both seminars, group bookings to maximise the revenues. Ensuring that all details are input in Marc Systems accordingly.
- Meet or exceed monthly upsell and maintain abandon calls goals at or below 3%
- Keeps the Reservations Manager informed of daily reservation developments and closely co-ordinates with respective outlets and the relevant department during high demands situations especially the outlets. This also includes the Events Team to avoid any discrepancy.
- Check all the big group with deposits/guaranteed, seminars bookings are correctly inputs in Marc Systems
- Discharges functions in accordance with the hotel policy.
- Handles guest complains and Customer Care guest complains. Conducts the necessary investigations and co-ordinates with the Reservations Manager for advice/approval.
- Ensures data update for all promotions are updated accordingly and updates all the relevant departments.

**B) TRAINING AND ASSOCIATES PROGRESS**
- Establishes and sets in place targets to achieving office goals for officer productivity. (i.e. competitive shop calls, abandoned calls and specific projects if applicable)
- Responsible for developing, organising and implementing individual officer.
- Works with the Reservations Manager in providing recognition and seeking opportunities to celebrate achievements with individual or the F&B Reservations team.
- Lead the monthly reservations meeting and prepare the necessary agenda.

**C) FORECASTING / STATISTICAL ANALYSIS / SYSTEM MAINTENANCE**
- Monitors daily booking trends, demand and pick-up patterns from various sources and updates the Reservations Manager if necessary.

**D) Any other duties as may be assigned from time to time.**

**JOB REQUIREMENTS**
- Minimum Nitec in Customer Service Skills.
- At least 1 year of F&B customer service experience.
- Great communication & interpersonal skills.
- Ability to multi-task.
- A great team player.
- 5 days' work week, including weekends & public holiday.
- Able to start work within short notice period.

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

**Marriott Hotels**, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

**JW Marriott **is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment.