Role Overview – Fundamental Hospitality - Head Office is hiring a Restaurant Reservations Agent for a full-time, on-site role based in Dubai, UAE. This position is ideal for hospitality professionals with strong customer service skills, F&B sector knowledge, and the ability to manage restaurant reservations, coordinate guest bookings, handle inquiries, and deliver exceptional reservation experiences across multiple restaurant venues within a hospitality group environment.

Restaurant Reservations Management – You will manage restaurant reservations by handling booking requests via phone, email, website, and reservation platforms, processing reservations for multiple restaurant venues, coordinating reservation availability across different restaurants and time slots, confirming booking details with guests, managing reservation schedules and seating capacity, and ensuring accurate, efficient reservation management across the restaurant portfolio.

Guest Communication and Customer Service – You will provide exceptional guest communication and customer service by responding to guest inquiries about restaurants, menus, dining experiences, and availability, providing information about restaurant concepts, cuisines, locations, and special offerings, answering questions professionally and knowledgeably, addressing guest preferences and dietary requirements, and ensuring positive, welcoming communication with all guests.

Multi-Venue Coordination – You will coordinate reservations across multiple venues by managing bookings for the Fundamental Hospitality restaurant portfolio, understanding each restaurant's concept, capacity, and operational hours, coordinating availability across different venues, suggesting alternative restaurants when preferred venues are fully booked, and ensuring guests are matched with appropriate dining experiences based on their preferences.

Reservation System Management – You will manage reservation systems by operating reservation platforms (OpenTable, SevenRooms, Tock, or similar systems), entering reservation details accurately, updating booking statuses and guest information, managing waitlists and cancellations, generating reservation reports, tracking booking trends and patterns, and maintaining organized, accurate reservation databases.

Special Requests and VIP Coordination – You will coordinate special requests and VIP reservations by managing special occasion bookings (birthdays, anniversaries, celebrations, business dinners), coordinating VIP and high-profile guest reservations, arranging special table settings and decorations, coordinating dietary requirements and menu modifications, liaising with restaurant teams on special arrangements, and ensuring personalized, memorable dining experiences.

Waitlist and Cancellation Management – You will manage waitlists and cancellations by maintaining waitlist systems for fully booked restaurants, contacting guests when tables become available, processing cancellations and modifications, managing no-show policies, optimizing table utilization through effective waitlist management, and minimizing lost revenue from cancellations and no-shows.

Guest Database and Profile Management – You will manage guest databases and profiles by maintaining comprehensive guest records, documenting preferences, dietary restrictions, and special occasions, tracking guest history and visit frequency, building guest profiles for personalized service, updating contact information, and leveraging guest data to enhance reservation experiences.

Coordination with Restaurant Operations – You will coordinate with restaurant operations by liaising with restaurant managers, hosts, and front-of-house teams, communicating reservation details and special requests, coordinating on capacity management and table availability, sharing guest information and preferences, managing operational communication, and ensuring seamless coordination between reservations and restaurant teams.

Booking Confirmation and Reminders – You will manage booking confirmations and reminders by sending reservation confirmations via email or SMS, providing restaurant details, directions, and parking information, sending pre-arrival reminders to guests, confirming reservations prior to dining dates, reducing no-shows through effective reminder systems, and maintaining proactive guest communication.

Inquiry and Information Provision – You will handle inquiries and provide information by responding to questions about menus, pricing, dress codes, parking, and restaurant facilities, providing detailed information about dining experiences and ambiance, explaining reservation policies and procedures, offering recommendations based on guest preferences, and serving as knowledgeable resource for all restaurant-related inquiries.

Group Bookings and Private Events – You will manage group bookings and private events by handling large party reservations, coordinating group dining arrangements, processing private dining room bookings, liaising with events teams on special arrangements, coordinating set menus and event details, and supporting seamless group dining experiences.

Revenue Optimization and Yield Management – You will support revenue optimization by maximizing table utilization and covers, managing peak and off-peak reservations strategically, coordinating table turnover optimization, implementing yield management practices, balancing reservation availability with walk-in capacity, and supporting restaurant revenue goals through effective reservation management.

Problem Resolution and Service Recovery – You will resolve problems and implement service recovery by addressing booking errors or conflicts, handling overbooking situations professionally, coordinating alternative arrangements when issues arise, managing guest complaints related to reservations, implementing service recovery initiatives, and ensuring guest satisfaction despite challenges.

Reporting and Analytics – You will prepare reports and analytics by tracking reservation metrics (booking volumes, no-show rates, cancellation rates, guest demographics, peak periods), analyzing booking trends and patterns, generating reservation reports for management, providing insights on demand and capacity, and supporting data-driven restaurant planning.

Communication Platform Management – You will manage communication platforms by responding to emails promptly and professionally, managing reservation phone lines, handling website booking inquiries, monitoring social media messages and booking requests, coordinating across multiple communication channels, and ensuring consistent, timely responses.

Administrative Support and Documentation – You will provide administrative support by maintaining reservation records and files, documenting special requests and arrangements, preparing daily reservation summaries for restaurants, coordinating with finance on deposits when applicable, managing administrative tasks, and ensuring organized reservation operations.

Brand Standards and Guest Experience – You will maintain brand standards by ensuring all guest interactions reflect Fundamental Hospitality's service excellence, representing restaurant brands professionally, communicating brand values and experiences, maintaining consistent service standards, and contributing to exceptional guest experiences that drive loyalty and positive reputation.

Restaurant Reservations Agent Experience – Prior experience as a Restaurant Reservations Agent, Reservations Coordinator, Guest Relations Agent, Restaurant Host/Hostess, or in a similar F&B reservations or customer service role is required. Your background should demonstrate hands-on experience managing restaurant bookings and guest communication.

F&B/Hospitality Background (Mandatory) – Strong F&B or hospitality background is mandatory. You should understand restaurant operations, dining service, hospitality standards, guest expectations, and the food and beverage industry environment.

Customer Service Excellence (Mandatory) – Excellent customer service skills and guest-focused approach are mandatory. You should be warm, welcoming, professional, patient, and genuinely committed to creating positive guest experiences and exceeding expectations.

Communication Skills (Mandatory) – Excellent verbal and written communication skills in English are mandatory. You should be articulate, clear, professional, and capable of engaging with diverse, international guests effectively via phone, email, and digital channels. Proficiency in Arabic is a strong advantage. Additional languages are valuable.

Reservation System Proficiency (Mandatory) – Proficiency with restaurant reservation systems such as OpenTable, SevenRooms, Tock, Resy, or similar platforms is mandatory. Experience managing reservations through digital systems and booking platforms is essential.

Multi-Venue Coordination Skills (Preferred) – Experience coordinating reservations across multiple restaurant venues or restaurant groups is preferred. Understanding of multi-venue operations, capacity management, and portfolio coordination strengthens effectiveness.

Attention to Detail and Accuracy (Mandatory) – Strong attention to detail and accuracy are critical for processing reservations, entering guest information, managing booking details, documenting special requests, and ensuring error-free reservation management.

Multitasking and Time Management (Mandatory) – Excellent multitasking and time management abilities are mandatory. You should be capable of handling high volumes of booking inquiries, managing phone calls and emails simultaneously, coordinating multiple reservations, and maintaining efficiency during peak periods.

Interpersonal and Relationship Skills (Mandatory) – Strong interpersonal and relationship-building skills are important for engaging with guests, building rapport, creating personalized experiences, coordinating with restaurant teams, and maintaining positive professional relationships.

Dubai/UAE F&B Experience (Preferred) – Experience working in Dubai or UAE restaurants, hospitality, or F&B operations is preferred. Familiarity with local dining scene, guest demographics, restaurant market, and regional hospitality practices will strengthen your candidacy.

Problem-Solving Skills (Mandatory) – Strong problem-solving skills are important for addressing booking conflicts, resolving overbooking situations, handling guest concerns, coordinating solutions, and ensuring positive outcomes in challenging situations.

Computer and Technology Proficiency (Mandatory) – Good computer skills including email management, MS Office applications, and comfort with reservation software and technology platforms are mandatory. Ability to learn new systems quickly is important.

Restaurant and Menu Knowledge (Preferred) – Knowledge of restaurant concepts, cuisines, menu offerings, and dining experiences is preferred. Understanding of food and beverage helps in recommending restaurants and answering guest questions effectively.

Professional Telephone Manner (Mandatory) – A professional telephone manner, clear speaking voice, friendly tone, and excellent phone etiquette are mandatory. You should create positive impressions and represent restaurants professionally in all phone interactions.

Organizational Skills (Mandatory) – Strong organizational skills are important for managing reservation schedules, coordinating multiple bookings, maintaining records, tracking special requests, and ensuring organized, efficient reservation operations.

Flexibility and Availability (Preferred) – Flexibility to work varying shifts including evenings, weekends, and holidays as per hospitality operational requirements is preferred. F&B reservations often require extended hours coverage.

Restaurant Group/Hospitality Group Experience (Preferred) – Experience working with restaurant groups, hospitality management companies, or multi-venue F&B operations is preferred. Understanding of group operations and centralized reservation management is valuable.

Team Player Mentality (Mandatory) – A team player mentality and collaborative approach are important for working with restaurant teams, coordinating with operations, supporting colleagues, and contributing to collective success.

Cultural Sensitivity (Mandatory) – Cultural sensitivity and awareness are important for working with diverse, international guest populations in Dubai. Understanding of cultural preferences and respectful communication enhances service quality.

Professional Appearance and Demeanor (Mandatory) – A professional appearance, positive attitude, and courteous demeanor are mandatory. You should represent Fundamental Hospitality professionally and create welcoming experiences for all guests.

How to Apply:

Send your updated CV to enquiries@fundamentalhospitality.com. Please highlight your restaurant reservations or F&B customer service experience, your proficiency with reservation systems (OpenTable, SevenRooms, etc.), your customer service skills, your language proficiencies, any experience with multiple restaurant venues or hospitality groups, and your knowledge of Dubai's F&B scene if applicable. Forward to anyone in your network who may be a strong fit.

About the Company:

Fundamental Hospitality is a restaurant and hospitality group committed to delivering exceptional dining experiences across its portfolio of venues. The company is seeking a professional, guest-focused Restaurant Reservations Agent who brings strong customer service expertise, F&B knowledge, and excellent communication skills to manage restaurant reservations, coordinate guest bookings across multiple venues, and deliver the personalized, seamless reservation experiences that reflect Fundamental Hospitality's commitment to hospitality excellence in Dubai's vibrant dining scene.