F&B Supervisor - Reservations

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The F&B Reservations Supervisor is responsible for group and events queries/bookings, received via telephone or emails for F&B outlets carried in a professional, discreet, exact and prompt manner in accordance with documented SOPs and Hotel policies. The role will involve managing reservation systems, ensuring optimal guest experiences and supervising a team of reservation agents.

Responsibilities

• Oversee daily operations, ensuring reservations are handled efficiently and accurately.
• Complete guest booking requests using Mandarin Oriental standards for data entry, email quality and call quality 
• Responsible for all administrative work related to group reservations and private events in the F&B department liaising with Outlet/General Managers.
• To be a hotel representative for pre-events meetings, daily event management and post event evaluations.
• To lead site visits, prepare customized event proposals and contracts, creating events orders, designing custom menus and generating sales revenue reports.
• Contracts live entertainers as required, inclusive of booking of flights, arranging entertainers’ permits, accommodation and any other related activities.
• To generate future sales revenue by rebooking corporate and social groups.
• Maintains document systems and file/stores documents in accordance with Hotel’s procedures.
• Flexibility to work to demands of the business including rotational shifts.
• Actively demonstrate and comply with IT security and compliance policy
• Any other duties as may reasonably be requested by the management.
• Acts as a first point of contact of the restaurant reservations team.
• Proactively identifies responsibility for solving problems.
• Able to take charge of the team in the absence of the F&B Executive.
• Ownership for own personal performance and development.
• Conduct performance evaluation to restaurant reservations agent and deliver coaching as necessary.
• Record and monitor individual and team’s performance and able to create action plan to be presented to the F&B management.
• Monitor individual and team’s tasks are up to date.

Skills & Qualifications

•  1-2 years’ experience in high end customer service role and dealing directly with customers face to face and over the phone 
• Communicate effectively with various customer profiles to deliver their expectations 
• Demonstrate advance knowledge in Microsoft Office and good knowledge of a table management/ reservation system.
• Fluent in English – spoken and written 
• Additional languages are desirable (especially Arabic, Russian, Mandarin, German, French, Spanish)
• Excellent communication and interpersonal skills, with a focus on delivering exceptional guest service and the ability to interact effectively with guests and colleagues
• Ability to understand guest needs and expectations and to deliver superior customer service
• Proven ability to successfully motivate and lead a team.
• Strong leadership skills with the ability to inspire and manage a team effectively.
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.