Agent de Rã©servation

**Job Description**:
Main Duties:
Administration
- To maintain the daily log book.
- To submit to Food and Beverage office the following: monthly outlet report, monthly objective review, trainer’s report etc.
- To plan the outlet weekly roster and work schedules to ensure that the outlet is adequately staffed to handle the level of business.
- To maintain outlet communication board.
- To submit all guest / staff incident reports.
- To report “Lost & Found” items, and handle them in accordance to the Policy & Procedures.
- To control requisitioning, storage and careful use of all operating equipment and supplies.

Customer Service
- Ensure that all employees establish a rapport with guests. Handle all guest requests and enquiries on food, beverage and service.
- To be demanding and critical when it comes to service standards.
- To ensure that the outlet team projects a warm, professional and welcome image

Financial
- To strictly adhere & maintain to the established operating expenses and ensure that all costs are controlled.
- To account for the correct settlement of all sales and be overall responsible for cashier / floats and their maintenance.
- To handle voiding, correcting, changing of checks in accordance with the prescribed procedures and account for all checks used during each shift.
- To identify and correct any errors
- To co ordinate and help the catering sales department in achieving the budgeted revenue of the department
- To manage a consistent guest recognition programs and maintain a relevant guest database.

Operational
- To ensure that the outlet is managed efficiently according to the established concept statement, providing a courteous, professional, efficient and flexible service at all times following Novotel Standards
- To have a full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned place of work to the standard set.
- To assign responsibilities to subordinates and check their performance periodically.
- To manage flexible scheduling based on business patterns.
- To maintain and strictly adhere to the par stocks for all operating equipment, supplies, inventoried items, and to ensure that the outlet is adequately equipped.
- To assist in doing monthly inventory checks on all operating equipment and supplies.
- To maintain the controls on the requisitioning, storage and careful use of all operating equipment and supplies.
- To conduct daily pre-shift briefings to employees on preparation, service and menu.
- To have a thorough understanding and knowledge of all food and beverage items in the menu and the ability to recommend Food & Beverage combinations and up sell alternatives.
- To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to the Banquet Operations Manager if no immediate solution can be found and assure follow up with guests.
- To establish a rapport with guests maintaining good customer relationship.
- To ensure that the outlet cashiering procedures are strictly adhered to and that the cashiering system is updated and operated correctly

Personnel
- To ensure that the outlet employees are adequately trained and have the necessary skills to perform their duties with maximum efficiency.
- To assist in the training of Food & Beverage cashiering, ensuring that staffs have the necessary skills to perform their duties with the maximum efficiency.
- To ensure that all employees provide a courteous and professional service at all times.
- To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the department’ operations manual.
- To conduct staff yearly performance appraisal.
- To ensure that all employees maintain a high standard of personal appearance and hygiene at all times.
- To ensure that all employees report for duty punctually wearing the correct uniform and name badge at all times.
- To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
- To ensure that all employees have a complete understanding of and adhere to the hotel’s employee rules & regulations.
- To ensure that all employees have a complete understanding of and adhere to the hotel’s policy relating to fire, hygiene, health and safety.

Other Duties
- To assist in carrying out bi-yearly, yearly inventory of operating equipment as well as conducting monthly par stock checks.
- .To carry out any other reasonable duties and responsibilities as assigned.
- To ensure that the outlet is kept clean and organized, both at the front as well as the back of house.
- To liaise and organize with Housekeeping department that the established cleaning schedules are strictly adhered to.
- To coordinate all repair and maintenance and issue repair and maintenance job orders to ensure the proper maintenance of the outlet