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Food & Beverage Reservations Agent

4 weeks ago

Gold Coast, Queensland, Australia Hyde Johannesburg Rosebank Full time
Overview

Mondrian Gold Coast is an immersive precinct that reflects the culture of one of Australia's most iconic coastal destinations. We are seeking creatives, innovators and disruptors who challenge the status quo and are ready to be agents of change as we usher in one of the most exciting, progressive and forward-thinking brands set to make Burleigh its home. Mondrian is a way of travel, at the heart of the most exciting cultural scenes in the world, serving up innovation and creativity for everyone.

As the Food & Beverage Reservations Agent at Mondrian Gold Coast, you will be the first point of contact for guests looking to dine with us - setting the tone for exceptional experiences before they even arrive. You'll be responsible for delivering a seamless reservation experience across our restaurant, bar, and event spaces, ensuring every interaction reflects the Mondrian brand's commitment to sophisticated service and warm hospitality.

Responsibilities
  • Manage all reservation requests via phone, email, and online platforms using booking systems efficiently.
  • Build strong guest relationships, especially with VIPs and return guests, noting preferences, dietary needs, and special occasions.
  • Optimise table allocation and guest flow across venues through proactive reservation management.
  • Send timely confirmations, follow-ups, and pre-arrival communications.
  • Stay informed on venue offerings, menus, hours, promotions, and seasonal events.
  • Address and resolve guest complaints promptly, escalating when necessary.
  • Maintain expert knowledge of reservation systems and ensure accurate guest records.
  • Manage waitlists and cancellations, offering alternatives to enhance guest satisfaction and revenue.
  • Assist with training new team members on reservation procedures.
  • Ensure compliance with security, payment, and confidentiality protocols.
About You
  • Hospitality experience in a luxury hotel or fine-dining establishment with strong organisational skills - managing multiple tasks simultaneously.
  • Impeccable attention to detail.
  • Excellent communication and interpersonal skills, with a focus on delivering exceptional guest experiences.
  • Ability to work effectively in a fast-paced, pre-opening environment, adapting to evolving needs and challenges.
  • Experience with POS and reservation systems such as SevenRooms and Micros Simphony is highly advantageous.
  • Able to work rotating shifts, including evenings, weekends, and public holidays.
Qualifications
  • A Queensland Responsible Service of Alcohol (RSA) certification or willing to obtain one.

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