Job Description

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