Restaurant Reservation Agent

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit http://thecolonypalmbeach.com

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW: Assist guests with booking and confirming reservations. Responsible for providing attentive, courteous and efficient service to all guests and callers. Respond to customer inquiries and being the first point contact for our guests.
1.    Consistently offer professional, courteous and engaging service.
2.    Ensure that all calls are responded to within 3 rings and using correct greeting and telephone etiquette.
3.    Provide accurate and thorough information on restaurant policies, special event nights, and hotel information.
4.    Book and enter restaurant reservation requests using the RESY booking System.
5.    Assign notes based upon guest preferences, dietary restrictions, location requests, special occasion etc.
6.    Maintain complete knowledge of:
a.    All hotel features/amenities/services and hours of operations.
b.    Restaurant availability.
c.    All hotel restaurant food concepts, menu price range and ambiance.
d.    Scheduled daily group activities, names and location of meeting/banquet rooms.
e.    Local events, attractions, holiday schedules.
7.    Transfer calls, respond to guest inquiries.
8.    Update reservations ensuring an excellent and memorable guest experience. Responsible for keeping accurate records about bookings, payments, and any additional information that hotel staff might need when interacting with a guest.
9.    Must at all times be attentive, friendly, helpful and courteous to all guests, managers and all other employees.
10.    Review the reservation list and coordinate with Managers to anticipate guest flow, peak times, and requirements associated with special events.
11.    Answer the outlet phone in a timely, professional, and courteous manner
12.    Correctly receive, confirm, and document reservations and guest notes in the RESY reservation system
13.    Use the guest’s name at every opportunity
14.    Go above and beyond and take initiative to resolve guest complaints and create loyalty
15.    Monitor and maintain cleanliness and working condition of departmental equipment/supplies
16.    Maintain knowledge of all safety and emergency procedures, and accident prevention policies.
17.    Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
18.    Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests.
19.    Comply with quality assurance expectations and standards.
20.    Perform other duties as assigned by supervisor.
21.    Monitor, track, and handle guest comments.

Qualifications:
Essential:       
1.    High school diploma or equivalent.
2.    1 year of restaurant/ hotel experience in a fine dining/upscale restaurant/hotel.
3.    Excellent guest service skills and a passion for hospitality.
4.    Ability to heavy volume of phone calls.
5.    Excellent telephone etiquette skills.
6.    Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
7.    Ability to read, write, speak, understand, and communicate in English.
8.    Ability to communicate professionally and respectfully with guests and co-workers.
9.    Ability to work well under pressure.
10.    Strong team-work orientation, well organized, ability to follow instructions.
11.    Detail-oriented and thorough.
12.    Strong interpersonal and problem-solving abilities
13.    Ability to perform consistent work to the hotel’s high standards.
14.    Must be able to work weekends and holidays as needed.
15.    Ability to maintain personal hygiene.
16.    Ability to work quickly and efficiently.
Ability to focus attention on guest needs, remaining calm and courteous at all times
 Desirable:
1.    Previous guest service experience in a luxury hotel/resort.
2.    Previous experience with RESY reservation system.
3.    Previous five-star guest service training.
4.    Fluent in a secondary language
Skills:
Essential:                  
1.    Ability to prioritize and organize work assignments.
2.    Ability to be a clear thinker in pressure situations and exercise good judgments.
3.    Ability to work well under pressure.
4.    Excellent communications skills.
5.    Ability to focus on time sensitive guest requests and tasks.
6.    Ability to understand guest inquiries and provide responses.
7.    Ability to focus attention on guests' needs.
8.    Ability to remain stationary at assigned post for extended periods of time.
9.    Ability to maintain confidentiality of guests and pertinent hotel information.
10.    Ability to work with minimal supervision.
11.    Ability to ensure security and confidentiality of guest and employee information and materials.
12.    Ability to work cohesively with other departments and co-workers as part of a team.
Physical Requirements
1.    Prolonged periods of sitting.
2.    Ability to remain stationary at assigned post for extended periods of time.
3.    Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 30 lbs