Beverage & Food Reservations Coordinator

3 weeks ago

Sydney, Australia W Hotels Full time

**Job Description**:
**Job Number** 23119931

**Job Category** Reservations

**Location** W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**Authentically You**

Explore an exciting new career path at W Hotels where your authenticity is celebrated. W Hotel’s work culture is uniquely designed to spark your imagination and curiosity while bringing the W experience to life for guests.

W Sydney, opening in Darling Harbour in October 2023, is now casting for a Beverage and Food Reservations Coordinator to join the pre-opening team. The B&F Reservations Coordinator’s primary responsibility includes supporting the B&F operations to manage all guest enquiries, programming, activations, reporting and administrative tasks while supporting the managers with the successful launch of the B&F venues.

This role will be responsible to process all B&F reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest B&F reservation needs and determine appropriate venue and seating plan. Verify availability of each meal period and reserve seating that maximizes venue occupancy. Explain guarantee, special requests, and cancellation policies to callers. Accommodate and document special requests. Answer questions relating to each venues concepts, menu offering, dietary requirements, group reservations policy and support with the creation of venue event orders.

If you are passionate about curating diverse and authentic experiences for our guests, creating memories for a lifetime, and working in team with fun-loving individuals who go above and beyond to deliver exceptional experiences to our guests then this exciting role is for you.

**JOB SUMMARY**

Plays a significant role in the daily planning of B&F operations and assists with managing guest enquiries, activations, reporting and B&F administration. The role will work closely with the hotel marketing team to create or modify menu designs, menu templates and collaterals for B&F. Assist the B&F leadership in day-to-day tasks as directed.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED or previous B&F operational experience in a supervisor level.
- Previous experience in a similar role is an advantage.
- Possess excellent verbal and written communication skills, Microsoft office skills, and exceptional attention to detail.

**CORE WORK ACTIVITIES**

**Providing Exceptional Customer Service**
- Ensure that all phones are managed in a professional manner according to brand guidelines.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN,) to resolve issues, wow, and build trust.
- Address guest service needs in a professional, positive, and timely manner.
- Anticipate guest service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Thank guests with genuine appreciation and provide a fond farewell.
- Ensure that your presence is made in front of house areas and that relationship building with both Talent, potential clients and existing clients is at the forefront of your day.
- Follow proper escalation procedures when addressing guest concerns.

**Managing Beverage & Food Reservations**
- Verify all B&F reservation information with callers to ensure accuracy.
- Enter all reservation booking information into SEVENROOMS.
- Accommodate and document special requests in an accurate and efficient manner.
- Identify guest B&F reservation needs and determine appropriate venue and seating plan.
- Explain guarantee, group surcharge and cancellation policies to callers.
- Verify availability of each B&F venue, meal period and reserve seating that maximize venue occupancy.
- Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates, or directing guests to other B&F venues on sold out days.
- Answer guest questions about different B&F venues (e.g., hours of operation, venue concept, menu offering, restricted dates, promotions, and special events).
- Coordinate all group reservations and private use events for all B&F venues.
- Drafting all private use event orders for external and internal publication.
- Identify guest B&F reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
- Follow “up selling” techniques and sales strategies to maximize property revenue.
- Identify repeat guests using appropriate codes and update management.

**Effective Communication**
- Speak to guests and other talent us

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