Pauline Agola

Reservation Management

• Manage reservations to optimize table occupancy and service flow.
• Use reservation management systems (seven rooms) to effectively handle guest bookings and walk-ins. Responsible for updating access rules on seven rooms and the database.
• Coordinate with the kitchen and floor staff to manage booking times and guest flow.

Team Supervision

• Assist in managing the front-of-house team, including hostesses.
• Provide training and guidance to ensure high standards of customer service.
• Organize schedules and shifts for the reception team to maintain an adequate staffing level

Operational Management

• Oversee daily operations of the reception area to ensure smooth workflow.
• Implement and maintain standard operating procedures for reception tasks.
• Ensure the reception area is tidy and presentable with all necessary stationery and materials (e.g., menus, and promotional materials).
• Perform administrative duties such as preparing reports, handling correspondence, and keeping records.
• Assist with customer satisfaction surveys and follow-ups as required.

Event Coordination

• Assist in planning and executing events hosted in the restaurant.
• Coordinate special event reservations and requirements with relevant departments.

• Handled over 100 incoming and outgoing telephone inquiries per day regarding Restaurant
• Maintained frequent contact with regular guests and potential guests thereby built good relationship and guest loyalty
• Handled social media enquiries with consistent customer service across multiple channels
• Maximised covers by optimising seven rooms reservations and smoothly accommodating walk-ins
• Ensured workflow efficiencies, customer service excellence, and quality assurance by properly training reception team

• In charge of responding to guest enquiries by email or telephone in order to effectively secure, create and confirm restaurant reservations
• Ensured department is in immaculate condition and all service, telephone and communication standards were adhered to by supporting team members
• Aware of revenue targets and proactively helped outlets to ensure these were achieved and exceeded
• Increased team productivity through effective staff planning, coordination and task delegation
• Dealt with customer complaints and rectified product and service issues

• Warmly welcomed guests to restaurant
• Answered incoming calls and address customers' queries
• Coordinated with events manager in planning when outlet is booked for event
• Maintained awareness of restaurant promotions to encourage guest participation
• Documented guest reservations and preferences, communicating changes to restaurant staff
• Checked on guests to maintain food and service satisfaction