Job Number 24066245

Job Category Reservations

Location Sheraton Saigon Grand Opera Hotel, 88 Dong Khoi, Ho Chi Minh City, Ho Chi Minh, Viet Nam

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

DUTIES AND RESPONSIBILITIES:

1. Provide assistance to coworkers, ensuring they understand their tasks.

2. Assist other employees to ensure proper coverage and prompt guest service.

3. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

4. Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

5. Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

6. Working at the “Food & Beverage Reservations” with the proper Standards & Procedures.

7. Handle all F&B bookings/inquiries coming daily through phone, online booking channels and e-mails

8. Advice and recommend food & beverage choices to customers while making the bookings.

9. Proceed with table allocation if needed

10. Confirm and reconfirm bookings for all F&B outlets

11. Responsible for taking clear and accurate information about every booker and update it correspondingly in database. Send confirmations for F&B reservations booked if necessary.

12. Handle pre-payment for F&B reservations and special events bookings if needed

13. Provide customers with any required information related to all F&B outlets, promotions and special events

14. Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.

15. Establish and maintain an accurate filing system

16. Monitor and maintain the waitlist file

17. Approach inhouse /Outside Guests to introduce all F&B Promotions/Activities

18. Introduce the Bonvoy and upselling programs.

19. Preparation and compilation of various reports/Tasks as required by Assistant Director of Sales, Food & Beverage.

CRITICAL TASKS:

Guest Relations

1. Address guests' service needs in a professional, positive, and timely manner.

2. Thank guests with genuine appreciation and provide a fond farewell.

3. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

4. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

5. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

6. Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).

Communication

1. Speak to guests and co-workers using clear, appropriate and professional language.

2. Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Working with Others

1. Support all co-workers and treat them with dignity and respect.

2. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

3. Develop and maintain positive and productive working relationships with other employees and departments.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Computer Skills

1. Use computer systems and software packages to input, access, modify, store, or output information

2. Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

Physical Tasks

1. Enter and locate work-related information using computers and/or point of sale systems.

2. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Policies and Procedures

1. Maintain confidentiality of proprietary materials and information.

2. Follow company and department policies and procedures.

3. Protect the privacy and security of guests and coworkers.

4. Perform other reasonable job duties as requested.

PROFIT CONTRIBUTION:

1. Actively upsell hotel facilities to maximize revenue.

2. Manage all bookings properly

3. Ensure deposits and settlements are received when due.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.