About The Role 

• Controls restaurant reservations for One&Only One Za’abeel 

• Ensures smooth day-to-day operation of the Restaurant Reservation. 

• To identify and anticipate guest's needs and requirements. 

• Provide comprehensive and quality customer care by applying technical knowledge and procedures about restaurants and restaurant reservation when servicing internal and external guest queries. 

• Assist agents in answering overflowing calls with confidence, in a polite and friendly manner which is in accordance with Forbes standards.  

• Monitoring the agents on the floor to ensure all standards are being adhered to. 

• To ensure accurate input of restaurant reservation details in Sevenrooms. 

• To keep him/ her self-updated with the current and future restaurant status and occupancy levels 

• Responding to agent inquiries regarding availability in the restaurants. 

• Ensuring agents are allocated their responsibilities daily. 

• Ensure monthly training records are compiled. 

• Manages group reservations and issue’s function sheets on time. 

• Handle complaint calls from the agents if needed. 

• Reply to sensitive or complaint email inquiries accurately regarding availability, rates, and services. 

• Aid agents with product knowledge when in doubt allowing them to be more productive. 

• To be a continual source of information, help, and assistance to all guests and colleagues. 

• Prioritize and delegate daily task to ensure that the turnaround time of 24 hours response time is met.  

• Ensures that a detailed training schedule for all the employees in the department is maintained and training is carried out accordingly. 

• Works on achieving the best possible personalized services for all guests. 

• Listen to calls as part of the call calibration training in line with Forbes standards. 

• Conduct daily briefings to inform the team of what is expected for the day. 

• To maintain a high level of communication and feedback within the department 

• Monitors the call flow to refrain abandon calls. 

• Assist other departments to investigate the cause of guest inconvenience upon arrival or during the stay, which is related to room or restaurant reservation, for the relevant team to rectify the situation. 

• Adheres to the operational schedules as required by One Za’abeel by being flexible. 

• Must be able to comply with the assigned task to achieve the department’s key performance indicators. 

• Consults closely with the F&B management Team and all Outlet Managers to achieve the best possible communication. 

• Coordinates and monitors the reservations for special events such as Christmas, New Year’s Eve, etc. 

• To effectively communicate and maintain a favorable working relationship with colleagues at all levels to enhance the guest’s stay. 

• Monitoring Sales agent's work practices regularly and taking necessary action if required. 

• Assists the Restaurant Reservations Manager in preparing reports, statistics, and analysis. 

• To abide by all Hotel and company policies and procedures. To adhere to all Hotel Health and Safety Policies 

• Assist in other administrative duties assigned by the Management Team.  

• Attends the briefing and meetings as required. 

• Attends and participates in team events.  

• Must demonstrate excellent attendance and punctuality.  

• Participates in required training related to the job.  

• Always assure professional attitude towards guest and colleagues.  

• Ensure to always meet Grooming and Hygiene policy of One&Only One Za’abeel when in uniform. 

About You

• Minimum 1 – 2 years’ experience in a similar role in a luxury hotel or call center. 

• Must have good knowledge in computer operation (including software such as excel, word, Opera, Sevenrooms, payment systems, etc.)  

• Must have good communication skills (verbal and written) 

• Must be skilled to perform the job of a Team Leader, Restaurant Reservations.  

• Hospitality graduates an advantage