Job Description

Position scope:


As a F&B Reservations and Events Agent with Fairmont Hotels & Resorts, you will be an ambassador for the exceptional service and cuisine that are hallmarks of our dining experience. Your warm service and efficiency make our guests feel welcome and valued – and set the stage for a memorable meal/event. Together, let’s turn moments into memories.


Responsibilities:


Consistently offer professional, friendly and engaging service
Book and enter Dining reservation requests using computerized reservation system.
Detailed knowledge of all Food & Beverage Outlets and their menu offerings.
Promote and sell any in-house or upcoming Food & Beverage events.
Work closely with all Food & Beverage Outlets to communicate any guest requests or special celebrations.
Answer telephone and email inquiries in a timely manner
Assist guests regarding hotel facilities in an informative and helpful way.
Ensure a clean and safe working environment, and actively participate in health and safety initiatives.
Adhere to all hotel environmental policies and initiatives.
Performs any reasonable duty as instructed from time to time.


Pipeline level


Manage self.


Levels of responsibility


Responsible for own performance


Competencies


Calculations
Analytical thinking
Organizing
Action Planning
Service Orientation
Flexibility and adaptability
Strong attention to detail
Admin oriented


Financial: Satisfied Shareholders


To ensure that all quotes compiled are accurate and every attempt is made to secure the business for Cape Grace.
Manage and follow up on all deposit payments in line with the reservation terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest’s arrival.


Customer Service: Delighted Customers


Models the Organizational Values
Matching the features and benefits of our product offering to ensure that we exceed our guest’s expectations.


Processes: Effective Processes


To interact with all departments, where necessary, ensuring any new and relevant information is communicated between these departments and Reservations.



Maintains department Standard Operating Procedures and devise benchmark to be adhered to.
Ensuring that our turnaround time is adhered to.


GENERAL KNOWLEDGE AND RESPONSIBILITIES


Has a thorough knowledge of the hotel and all services provided to the guest.
Maintains the highest standard of service, appearance and social skills set according to the company policy.
Works in harmony with all departments and employees, is willing to assist others if and when required.
Attends all training workshops as and when required.
Is familiar with all policies and procedures, house rules, fire, security and emergency procedures as well as all checklists pertaining to the position.


Qualifications


Grade 12 or equivalent
A Hospitality Management qualification is a strong recommendation.
Previous Experience in Reservations required.
Proficiency in English (Verbal, Written, Reading)
Computer literate in Microsoft Window applications required.
Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and suppliers.


Demonstrated experience using:


Opera Property Management System
Microsoft Office Suite to at least Intermediate level
Dine plan experience would be advantageous
Above average Numerical skills
Above average ability to communicate at all levels of the organization.
Previous customer service-related experience required.
Self‑motivated, with the ability to make effective decisions.
Demonstrates initiative, and the ability to work with minimal supervision.
Ability to maintain high service levels under pressure.
Ability to consistently stand and walk through out shift.