Dining Reservations Specialist

Duties And Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.
• Use equipment only as intended.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Access all functions of the computer system.
• Maintain complete knowledge of: Seat numbers, venue room capacity, hours of operation and availability.
• Any special events, or promotions happening in the different venues/restaurants.
• Set up work station with necessary supplies and resource materials.
• Process all food and beverage reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
• Accommodate special requests and designate such in system.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Verify availability.
• Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Verify all reservation information with caller to ensure accuracy.
• Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
• Create individual files and group masters with designated information for each reservation or group dinning reservations.
• Input group lists.
• Review group resumes and convey all pertinent information in the system to appropriate personnel.
• Monitor and maintain wait lists daily.
• Process requests for mailing brochures, correspondence and package information.
• Compile and maintain information for daily/weekly/monthly reports.
• Review status of assignments and any follow-up action with on-coming Agent.

Physical Abilities

• Ability to lift up to 25 pounds
• Ability to move safely in uneven terrain or in confined spaces.
• Ability to see and respond to dangerous situations.
• Ability to remain in stationary position for 8 hours or more.
• Satisfactorily communicate with guests, management and co-workers to their understanding.