F&B Reservations Supervisor
Hyde Dubai | Marasi Drive, Business Bay, Dubai, UAE
This is a new kind of hospitality, grounded in the spirit of discovery, the fantasy of nightlife and the adventure of connection. Hyde is more than a brand, it’s a state of mind.
THE HYDE DUBAI
Hyde Hotels, Resorts & Residences, part of the world-leading Accor group, is the first Hyde hotel outside of the United States, Hyde Dubai Business Bay, in close proximity to the iconic Burj Khalifa directly fronting the Business Bay canal and promenade.
The 276-rooms, all with balconies, is a mix of gracious standard rooms and luxurious suites with views of the Dubai Canal, the Dubai skyline and the iconic Burj Khalifa – the tallest building in the world.
Hyde Hotel Dubai features three incredible culinary experiences including the Mediterranean concept, Cleo Mediterráneo, contemporary Japanese from Katsuya, hand-crafted burgers from Hudson Tavern. Also on the property is The Perq, a coffee concept, a lobby lounge, and Hyde pool & lounge as well as a spa, male/female salon, fitness center, a swimming pool and retail area. The hotel’s public areas, guestrooms and Cleo are designed by Ciarmoli Queda Studio. Katsuya, Hudson Tavern and Hyde pool and lounge are designed by Tristan Plessis Studio.
You will play a vital role in creating memorable experiences for our guests.
This position is crucial in ensuring exceptional service throughout the entire guest journey, from pre-booking interactions to post-visit follow-up.
You will have the opportunity to engage with guests, gather feedback, and contribute to the overall success of our venues. In addition, you will be responsible for managing our database, implementing policies, and dedicating 20% of your time to social media management for our venues, including Katsuya, Cleo, and Hudson Tavern.
KEY ROLES & RESPONSIBILITIES
- Interact with guests in a warm and welcoming manner, ensuring their needs are met and exceeding their expectations.
- Using the online reservation system to handle bookings, ensuring accuracy of data and guest satisfaction.
- Implement and adhere to reservation standards, policies, and procedures.
- Assist in managing non-guaranteed bookings, groups, and special requests
- Act as a guest liaison, handling guest inquiries, special requests, and resolving any issues or complaints related to hostess operations.
- Ensure that guests receive a warm welcome and are seated promptly, providing a positive first impression of the venue.
- Monitor guest flow and assist in managing reservations to optimize seating efficiency and guest satisfaction.
- Respond to group enquiries promptly and professionally, providing accurate information regarding availability, pricing, and venue capabilities.
- Collaborate with the marketing and sales teams to create customized group packages and proposals that meet the specific needs of each enquiry.
- Coordinate with the operations team to ensure smooth execution of group bookings, including room setups, menu selections, and any special requirements.
- Cultivate and maintain relationships with key clients, event planners, and travel agencies to generate repeat group business.
- Act as a point of contact for group organizers, addressing any questions or concerns, and providing exceptional customer service throughout the planning process.
- Assist in negotiating terms, rates, and contracts for group bookings, ensuring profitability and adherence to company policies.
- Collaborate with the sales team to ensure accurate and timely execution of group contracts, ensuring all details and requirements are met.
- Assist in managing the hostess schedule, ensuring adequate coverage for peak hours and special events.
- Coordinate with the Venue Leaders to handle requests for time-off, swaps, and shift changes.
- Update and communicate the schedule to the hostess team, ensuring everyone is aware of their assigned shifts.
- Serve as a point of contact for the hostess team, addressing any questions or concerns they may have.
- Facilitate effective communication between the hostess team and other departments, such as the kitchen and floor staff.
- Coordinate with Venue Leaders to ensure smooth operations and seamless guest experiences.
- Assist in training new hostesses, providing them with the necessary knowledge and skills to perform their roles effectively.
- Conduct onboarding sessions, introducing new hires to the venue's procedures, standards, and expectations.
- Support ongoing training efforts, helping to enhance the hostess team's capabilities and knowledge
- Assist in tracking and reporting key performance metrics, such as guest wait times and table turnover rates.
- Prepare reports and presentations on hostess performance, trends, and operational efficiency.
- Collaborate with Venue Leaders to identify areas for process improvement within hostess operations.
- Propose and implement enhancements to streamline workflows, improve guest experiences, and increase operational efficiency.
- Seek feedback from the hostess team and actively participate in team meetings to address challenges and foster a positive work environment
- Excellent interpersonal and communication skills to engage with guests and provide exceptional service.
- Strong organizational skills with the ability to handle multiple tasks and prioritize effectively.
- Attention to detail and a commitment to maintaining accuracy in data management.
- Flexibility to adapt to changing circumstances and work in a dynamic environment.
- Passion for the hospitality industry and a genuine desire to create memorable guest experiences.
PREVIOUS EXPERIENCE AND EDUCATION
- Must be at least 21 years of age to be considered for the position
- This position may require a college diploma or have attained formal certification similar or related to the position applied.
- Previous experience in a guest-facing role within the hospitality industry.
- Proficiency in utilizing reservation systems and databases.