Accessibility
Category
Hotel
Cuisine
American
  • Summary
  • Description
  • Skills
Summary
Reservationist
Salary To be discussed
Schedule Part Time
Experience Minimum 1 year of experience
Location 60 Furman St, Brooklyn, NY 11201, USA
Category Hotel
Cuisine American

Reservationist


Description
POSITION OVERVIEW

Responsible for capturing sales for in-coming food & beverage reservation calls and coordinating details of each reservation for all food & beverage outlets including The Osprey Restaurant, Rooftop and Brooklyn Heights Social Club and for capturing sales and processing orders for 1 Hotels retail items.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Answer all in-coming food & beverage reservation calls.
• Coordinate details of each reservation for all food & beverage outlets including The Osprey Restaurant, Rooftop and Brooklyn Heights Social Club.
• Update reservation changes, additions, and cancellations.
• Capture sales and process orders of all 1 Hotels retails items such as candles, t-shirts, robes and bath products.
• Assist guests in all inquires in connection with hotel and food & beverage outlet services, hours of operation, key personnel, in-house events, etc.
• Call to confirm and/or guarantee non-confirmed and waitlisted reservations.
• Respond to general reservation emails and correspondence.
• Manage reservations on the “guest center” area of Open Table and 7 Rooms for rooftop reservations.
• Make special notes and inform the outlet manager of any special attention and VIP guests.
• Maintain and uphold all standards, while providing guests' with a superior guest service experience.
• Demonstrate teamwork by cooperating with and assisting colleagues as needed.
• Address special guest preferences recorded in guest reservations, ensure any learned preferences are properly recorded in accordance with standards.
• Describe the essence and unique features of the food and beverage outlets, hotel facilities and local vicinity.
• Handle all guest challenges with care and concern. Empathize and keep the guest’s perspective in mind, responding urgently and appropriately, including immediate notification of the outlet manager or the next available manager.
• Offer alternatives to guests and colleagues, instead of saying "no."
• Perform any other reasonable duties as requested by the leadership team.
• Anticipate and understand guests’ service needs, ascertain satisfaction, and respond urgently and appropriately to guest concerns and requests.
• Identify opportunities to optimize performance and create value by challenging existing processes; encouraging innovation and driving necessary change.
• Be a clear thinker, analyze and resolve problems, exercise good judgement, resolutions must be thoughtful, and with the guest in mind. Immediate follow-up with a leader is expected.
• Establish and maintain open, positive, collaborative, and professional internal and external relationships. Develop lasting relationships with guests and to secure repeat business. Foster and promote a cooperative working environment, maximizing efficiency and delivering the ultimate guest experience.
• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials.
• Ensure compliance with policies, procedures, and standards with self and colleagues.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary and guest information.
• Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.

REPORTING RELATIONSHIPS

Reports to the Director of Food & Beverage.

QUALIFICATIONS & SKILLS

REQUIRED:
• Previous related sales and guest service experience dealing with the public via phone and acquired general knowledge of basic customer service skills.
• Ability to learn and work with technology including computers and telephones.
• Fluent in oral and written English and excellent overall listening, verbal and written communication skills.
• Passion for delivering excellent guest service.
• Strong interpersonal skills and ability to work harmoniously and professionally with fellow team members and leaders.
• Must have vision ability to read written communiques and monochrome computer screen.
• Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, and paperwork processing.
• Ability to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Strong administrative skills, highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Genuinely cares about people, demonstrates real empathy with the joys and pains of others.
• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.

PREFERRED:
• Multi-lingual
POSITION OVERVIEW

Responsible for capturing sales for in-coming food & beverage reservation calls and coordinating details of each reservation for all food & beverage outlets including The Osprey Restaurant, Rooftop and Brooklyn Heights Social Club and for capturing sales and processing orders for 1 Hotels retail items.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Answer all in-coming food & beverage reservation calls.
• Coordinate details of each reservation for all food & beverage outlets including The Osprey Restaurant, Rooftop and Brooklyn Heights Social Club.
• Update reservation changes, additions, and cancellations.
• Capture sales and process orders of all 1 Hotels retails items such as candles, t-shirts, robes and bath products.
• Assist guests in all inquires in connection with hotel and food & beverage outlet services, hours of operation, key personnel, in-house events, etc.
• Call to confirm and/or guarantee non-confirmed and waitlisted reservations.
• Respond to general reservation emails and correspondence.
• Manage reservations on the “guest center” area of Open Table and 7 Rooms for rooftop reservations.
• Make special notes and inform the outlet manager of any special attention and VIP guests.
• Maintain and uphold all standards, while providing guests' with a superior guest service experience.
• Demonstrate teamwork by cooperating with and assisting colleagues as needed.
• Address special guest preferences recorded in guest reservations, ensure any learned preferences are properly recorded in accordance with standards.
• Describe the essence and unique features of the food and beverage outlets, hotel facilities and local vicinity.
• Handle all guest challenges with care and concern. Empathize and keep the guest’s perspective in mind, responding urgently and appropriately, including immediate notification of the outlet manager or the next available manager.
• Offer alternatives to guests and colleagues, instead of saying "no."
• Perform any other reasonable duties as requested by the leadership team.
• Anticipate and understand guests’ service needs, ascertain satisfaction, and respond urgently and appropriately to guest concerns and requests.
• Identify opportunities to optimize performance and create value by challenging existing processes; encouraging innovation and driving necessary change.
• Be a clear thinker, analyze and resolve problems, exercise good judgement, resolutions must be thoughtful, and with the guest in mind. Immediate follow-up with a leader is expected.
• Establish and maintain open, positive, collaborative, and professional internal and external relationships. Develop lasting relationships with guests and to secure repeat business. Foster and promote a cooperative working environment, maximizing efficiency and delivering the ultimate guest experience.
• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials.
• Ensure compliance with policies, procedures, and standards with self and colleagues.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary and guest information.
• Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.

REPORTING RELATIONSHIPS

Reports to the Director of Food & Beverage.

QUALIFICATIONS & SKILLS

REQUIRED:
• Previous related sales and guest service experience dealing with the public via phone and acquired general knowledge of basic customer service skills.
• Ability to learn and work with technology including computers and telephones.
• Fluent in oral and written English and excellent overall listening, verbal and written communication skills.
• Passion for delivering excellent guest service.
• Strong interpersonal skills and ability to work harmoniously and professionally with fellow team members and leaders.
• Must have vision ability to read written communiques and monochrome computer screen.
• Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, and paperwork processing.
• Ability to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Strong administrative skills, highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Genuinely cares about people, demonstrates real empathy with the joys and pains of others.
• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.

PREFERRED:
• Multi-lingual

Details
Salary To be discussed
Schedule Part Time
Experience Minimum 1 year of experience
Location 60 Furman St, Brooklyn, NY 11201, USA
Category Hotel
Cuisine American

Skills
Open Table
By applying you confirm you have these skills.

expired job post

60 Furman St, Brooklyn, NY 11201, USA