Vangard Hospitality is a renowned multi chain restaurant group with its presence in Mumbai and Pune known for its authentic brands like Kerala cafe and Kaapi Queen, providing a delightful dining experience with a focus on traditional flavors and warm hospitality. It has multiple brands under its belt
Role and Responsibilities:
The primary role is to operate the central phone (on call support) for a chain of restaurants, manage the booking and reservation process efficiently and handle guest feedback professionally ensuring a positive dining experience for guests and contributing to the overall success of the restaurant chain.
Reservation Management: Handle incoming reservation requests via phone calls in a professional and efficient manner.
Guest Inquiries: Provide information about the restaurant, outlet locations, available dining times, and any special arrangements or events when asked by guests.
Reservation Confirmation: Confirm reservations with the specific outlets for the guests, reiterating the date, time, and any specific requests. Ensure accuracy in recording reservation details. Once a reservation is made, send a confirmation to the guest.
Waitlist Management: Maintain a waitlist for waitlist guests in consultation with the outlets during peak hours, optimizing seating and table assignments.
Issue Resolution: Assist in resolving issues or requests related to reservations, such as changing reservation times or accommodating special needs.
Reservation System: Utilize the restaurant's reservation management system to book tables, check availability, and update reservation records.
Cancellations: Manage reservation cancellations and communicate any cancellation policies to guests, especially in case of no-shows or late cancellations
Communication: Foster clear communication between reservation staff and the restaurant's front-of-house team to ensure a smooth transition of guests to their tables.
Double-Booking Prevention: Use your reservation system to prevent double-bookings or overbooking tables, which can lead to guest dissatisfaction.
Customer Inquiries: Provide accurate information and assistance to customers' inquiries, concerns, and requests, addressing their questions and resolving issues.
Reservation Records: Maintain detailed records of reservations, including guest information, booking times, and special requests.
Feedback Collection: Make outbound calls to guests and encourage feedback from guests regarding their dining experience and update & maintain feedback records efficiently
Qualifications:
- Graduate with fluency in English
- Previous experience in customer service or reservation management is often preferred.
- Strong communication skills, both verbal and written.
- Proficiency with reservation management software and computer systems.
- Excellent organizational skills and attention to detail.
- Ability to handle a high volume of phone calls during peak reservation times.
- Knowledge of the restaurant's menu, services, and reservation policies.
- Flexibility to work evenings, weekends, and holidays.
- Strong problem-solving abilities and the ability to handle difficult or irate customers with patience and professionalism.
- A customer-focused mindset and commitment to providing exceptional service.
Job Types: Full-time, Fresher
Pay: Up to ₹18,000.00 per month
Benefits:
- Provident Fund
Work Location: In person