Head of reservations and Guest relations

Key Responsibilities:

1. Reservation Management

• Supervise and manage the reservations team to ensure accurate, timely, and efficient handling of all bookings.
• Oversee phone, email, and online reservation channels.
• Ensure all reservations are recorded correctly in the system with accurate guest details, preferences, and special requests.
• Coordinate with F&B and operations teams to optimize table allocations and manage peak-hour bookings.
• Track daily, weekly, and monthly reservation reports to monitor performance and identify trends.
• Manage VIP, large party, and special event bookings, ensuring all details are communicated to relevant departments.
• Handle no-shows, cancellations, and waitlist management effectively.

2. Guest Relations & Experience

• Greet and interact with guests in a professional, warm, and personalized manner.
• Anticipate guest needs and preferences to deliver a tailored experience.
• Handle guest complaints or feedback promptly, professionally, and with a solution-oriented approach.
• Maintain guest history and preference records to enhance repeat guest experience.
• Ensure consistent high standards of hospitality across all guest touchpoints.
• Build and maintain relationships with regular and VIP guests.
• Coordinate with operations, kitchen, and service teams to ensure guest satisfaction during visits.

3. Team Leadership & Coordination

• Train and supervise the reservations and guest relations team members.
• Create and maintain efficient shift schedules to cover operational needs.
• Conduct performance evaluations and provide coaching for continuous improvement.
• Ensure team adherence to company policies, grooming, and service standards.

4. Reporting & Communication

• Prepare daily and weekly reservation and guest feedback reports for management.
• Communicate guest preferences, complaints, and special notes to the relevant departments.
• Liaise with marketing and management for promotions, special events, and campaigns.
• Coordinate with IT for system updates or issues related to reservation software.

5. Administrative & Operational Support

• Maintain updated database of guests, agencies, and corporate accounts.
• Support in developing and implementing reservation policies and SOPs.
• Ensure all reservation-related documentation and correspondence are well organized.
• Monitor online reviews and guest feedback platforms, and respond when appropriate.
• Contribute ideas for improving guest satisfaction and maximizing revenue.

Skills & Competencies Required:

• Strong communication and interpersonal skills
• Excellent organizational and multitasking abilities
• Problem-solving and conflict resolution skills
• Knowledge of reservation systems (like OpenTable, SevenRooms, ResDiary, etc.)
• Leadership and team management experience
• Attention to detail and a proactive approach
• Fluent in English; additional languages are a plus
• Professional appearance and confident demeanor

Work Location: Dubai

Candidates must have at least 2 year of experience with a busy restaurant within UAE.

Job Type: Full-time

Pay: AED4,000.00 - AED6,000.00 per month

Application Question(s):

• What is your notice period?
• What all languages can you speak?

Experience:

• Restaurant: 2 years (Required)

Location:

• Dubai (Required)