F&B Reservations Officer

Role overview

This position supports the Reservations Manager in overseeing food and beverage reservation operations. The role focuses on keeping reservation records accurate and current, following up on bookings, helping with monthly roster preparation when needed, tracking booking demand and trends, and working to maximize outlet occupancy and revenue. The officer also supports outlet promotion by making phone-based contacts and assisting with eDM campaigns, while contributing positively to team engagement and internal cooperation.

Job details

• Job number: 26076951
• Job category: Administrative
• Work schedule: Full time
• Remote work: No
• Position type: Non-management
• Location: 320 Orchard Road, Singapore, Singapore, 238865

Key duties

• Manage day-to-day outlet reservations and handle bookings received through third-party reservation platforms, including Sevenrooms.
• Track reservation follow-ups in an organized manner and keep all correspondence properly filed and updated in the reservation system.
• Review reservation workflows and suggest improvements to strengthen service quality and operational efficiency.
• Work actively to support full outlet occupancy by ensuring reservations, including seminars and group bookings, are reconfirmed and entered correctly.
• Help achieve monthly upselling targets and keep abandoned call rates at or below 3%.
• Keep the Reservations Manager informed of daily reservation activity and coordinate closely with outlets, events, and related teams during peak demand periods to avoid inconsistencies.
• Verify that large-group bookings of 10 diners or more, bookings with deposits or guarantees, and private room or seminar reservations are accurately recorded.
• Follow hotel policies in carrying out all assigned tasks.
• Respond to guest complaints and customer care concerns, investigate issues where needed, and coordinate with the Reservations Manager for guidance or approval.
• Ensure promotional information is updated correctly and shared with all relevant departments.
• Set productivity targets for the team, such as competitive shop calls, abandoned call goals, and special projects when applicable.
• Support the development, organization, and implementation of individual officer progress plans.
• Work with the Reservations Manager to recognize achievements and create opportunities to celebrate success within the team.
• Lead monthly reservation meetings and prepare the agenda.
• Monitor daily booking patterns, demand levels, and pick-up trends across sources, and escalate updates to the Reservations Manager when required.
• Take on any additional duties assigned from time to time.

Requirements

• Applicants should hold at least a Professional Certificate or NiTEC in any discipline.
• Experience in hotel rooms or food and beverage reservations is an advantage.
• Fresh graduates are also encouraged to apply.
• Strong customer service, communication, multitasking, and interpersonal abilities are required.
• A cooperative, team-oriented approach is important.
• Candidates should be able to begin work at short notice.

About Marriott International

Marriott International is committed to building an inclusive workplace where people from different backgrounds are welcomed, valued, and given equal access to opportunity. The company emphasizes non-discrimination on any protected basis, including disability, veteran status, or any other basis protected by law.

Brand context

Marriott Hotels focuses on delivering thoughtful, forward-looking hospitality while maintaining a familiar comfort experience across the globe. JW Marriott is part of Marriott International’s luxury portfolio and is known for distinctive properties, a culture of confidence and innovation, and a strong emphasis on associate well-being, training, recognition, and camaraderie.