Restaurant Reservation, Assistant Manager

About The Role

• Provide comprehensive and quality customer care by applying technical knowledge and procedures about restaurant reservation when servicing internal and external guest queries. Must run a smooth operation in the absence of either the Team Leaders.

• Handle complaint calls from the colleagues when required.

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

• Aid agents with product knowledge when in doubt allowing them to be more productive through continuous training and refreshers.

• Identify and support all learning/training requirements of each team member to address individual development needs to support business goals and minimize staff attrition.

• Conduct or arrange any coaching identified for each team member to achieve and improve the customer service experience.

• Allocates and directs team members in their daily activities and redeploys team members to meet the requirements of customer operational needs.

• Effectively communicate all organizational and business information to each team member and any other relevant personnel within the Centre following the most appropriate medium and where possible improve communication flow.

• Analysis, forecast, and plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations.

• Ensure compliance with all service level agreements, quality standards, and data collection conducted by all team members to the specified standard.

• Prepares and analyses the internal and external quality and revenue reports for management team review and highlights specific areas needing attention with suggested improvements.

• Directly involved in any projects assigned by the management ensuring completion promptly within the assigned budget.

• Calibrate calls to warrant agents are consistent in delivering quality voice service according to Forbes standards.

• Perform daily check of bookings entered the previous day to ensure that the attached booking details such as package, rates, and billing instructions are correct while addressing inputting standard issues to the concerned agent.

• Drive and support revenue generation and cost-saving processes.

• Oversees daily briefings along with the Team Leader to assure that the task will be done in perfection.

• Assist with VIP queries and bookings from Executive office in a detailed manner.

• Prepares a flexible monthly roster for the colleagues to adhere to their schedules as required by One&Only One Za abeel.

• Address and disseminate relevant information to the subordinates to achieve the department s key performance indicators.

• Must work closely with Food and Beverage Team.

• Prepares a training calendar for the entire team by coordinating with Learning and Development.

• Conducts detailed training for newly joined colleagues in the department on how to process booking requests from direct guests, wholesale contracted partners and third-party websites either through email or call.

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

• Document agent s competence to guide the team when planning for their career growth.

• Attends and participates in team events.

• Must demonstrate excellent attendance and punctuality that the colleagues can emulate.

• 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.