Dining Reservations - Dining Reservationist (Part-Time)

LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service."
POSITION SUMMARY
As an integral part of a team, the Dining Reservationist is responsible for continuously looking for ways to improve each guest's experience from providing exceptional guest service to providing prompt, courteous and efficient handling of all requests for guest Restaurant reservations, changes, cancellations, and general hotel information received by phone, fax, mail, and electronic mail internally and externally.
ESSENTIAL FUNCTIONS

• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette according to Halekulani standards.
• Coordinate with support departments such as Concierge to assist with reservations as needed.
• Identify needs of the guest, 'desired' Restaurant.
• Effectively communicate with guests regarding all aspect of Halekulani and Halepuna.
• Access guest history records to best service guests and their preferences, maintain accurate information in guest history files to ensure maximum accuracy and recognition.
• Describe Restaurant environment and Cuisine in detail as requested.
• Explain guarantee and cancellation/deposit policies to callers. Provide call back to confirm reservation within 72 hours of date for reservation.
• Understand and be able to communicate restaurants availability throughout the year and recognize high season, holidays and special events which require per-booking, cancellation/deposit policies to the guest and suggest alternate dates for sold out periods and maximize rates for all reservations.
• May create a reservation by over booking maximums set up by time in system.
• Communicate with Restaurant Managers on booking status per day.
• Process requests for mailing or emailing of hotel brochures and package/rate information.
• Ensure tracers and deposit due dates and documents are thoroughly and promptly followed up on with the guests or booking sources prior to the due dates.
• Maintain complete knowledge of:
  • All hotel facilities/services, hours of operation.
  • All guests' table locations.
  • Festive Season Activities
  • Restaurant Menus, Wine List and Cocktails List
  • Seasonal Restaurant Offering and Specials
  • Dates/times/seating availability for any given day.
  • Restricted dates/times.
  • Catering Information and how to transfer requests for larger parties.
  • Various forms, policies, and directions to the hotel.
  • Specific arrangements between hotel and travel agencies, corporate reservations center.
  • Entertainment/special events scheduled in the hotel.
  • Knowledgeable of outside options if no tables are available.
• Access, input and maintain Halekulani Dining Reservations system, OpenTable.
• Maximize the restaurant Dining Reservations following established guidelines.
• Coordinate details with support departments (i.e., Bake Shop, Flower Shop, Chefs, etc.) to ensure awareness of guest events.
• Maintain confidentiality of guest information and pertinent hotel data.
• Always maintain a clean and neat appearance in your grooming and in your work area.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Resolve guest concerns ensuring satisfaction; notify management for correction, as appropriate.
• Perform all other duties as may be required or assigned by the Food & Beverage leadership.

SUPERVISORY REQUIREMENTS
Reports To: F&B Director; indirect support to Reservations Manager
Supervises: None
EDUCATION/EXPERIENCE

• High school diploma or equivalent vocational training certificate, or any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.
• Basic computer skills (Microsoft word, excel, outlook, etc.).
• Reading, writing, and verbal proficiency in the English language.
• Fluency in a foreign language, preferably Japanese desired.
• At least one year Host experience in upscale Restaurant using reservations system helpful.
• Prefer previous experience as a reservations agent or sales representative (1 years) is a plus but not required.
• Working knowledge of Open Table Reservation System.

LICENSES/CERTIFICATIONS

• Tuberculosis (TB) Clearance.

KNOWLEDGE, SKILLS, & ABILITIES

• Must be very detail oriented, organized, and able to provide thorough follow up on all reservation tasks.
• Demonstrated ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Ensure familiarity with all hotel services and features to explain and answer any questions a caller may have.
• Basic computer skills (Microsoft Word, Excel, Outlook, etc.) with working knowledge and prior experience with hotel PMS systems.
• Excellent speech, hearing, and telephone etiquette is necessary.

PHYSICAL DEMANDS
The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must remain in stationary sitting position throughout majority of the work shift (about 95%).
• Continuous typing and computer use throughout majority of the work shift (about 95%).
• Exert physical effort in transporting boxes of files (25-50 pounds) approximately once a month when files need to be boxed up and transported to the 14th floor storage.

WORK ENVIRONMENT

• The job involves working indoors under various conditions (mostly in an air conditioned office), also under variable noise levels.
• Flexible work schedule is a requirement for this position

Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Other details

• Pay Type Hourly

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