F&B Development Manager-Reservations & Engagement

Salary Details

Salary Description: Competetive Salary Offered

Job Description For F&B Development Manager-Reservations & Engagement

JOB SUMMARY

Builds a proactive, guest-forward restaurant booking culture and enhances conversion through in-service presence and strategic guest interaction. Area of focus: Reservations, table strategy, guest greeting, pre-arrival communication, F&Bcross-promotion

SCOPE / BUSINESS CONTEXT

A Full Time/Part Time position based at the JW Marriott Marquis Dubai Hotel.

Number of Direct Reports - Based on operation JW Marriott Marquis

Titles of Direct Reports - Based on operation JW Marriott Marquis

CANDIDATE PROFILEE

Education and Experience

High school diploma or GED; 4 year experience in the food and beverage, culinary, event management, or related professional area. OR

2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 3 year experience in the food and beverage, culinary, event management, or related professional area.

CORE WORK ACTIVITIES

• Reservation Management & Optimization
• Oversee the end-to-end reservations process across all dining venues, ensuring optimal capacity utilization and guest flow.
• Leverage reservation platforms to manage guest profiles, dining preferences, and table availability in real-time
• Monitor and analyze reservation trends to adjust strategies for peak periods, special events, and demand forecasting.
• Lead overbooking strategies and waitlist handling to maximize revenue without compromising guest experience.

Table Strategy & Seating Plans

• Develop and implement dynamic table allocation strategies aligned with business goals, VIP priorities, and guest preferences.
• Collaborate with floor managers to ensure daily seating charts are accurate and reflective of operational priorities.
• Utilize data analytics to assess table turnover, dwell time, and occupancy, refining layout and seating policies for profitability and guest satisfaction
• Coordinate with culinary and service teams to align pacing and seating with kitchen throughput.

Guest Greeting & Arrival Experience

• Design arrival protocols that ensure a seamless and personalized welcome aligned with Forbes service standards.
• Train host and reception teams on greeting standards, tone, body language, and handling special occasions or VIPs.
• Implement technology-driven solutions to elevate the sense of welcome and belonging.
• Ensure consistency and warmth in the transition from arrival to table seating.

Pré-Arrival Communication & Personalization

• Develop standard pre-arrival communication touchpoints to confirm reservations and capture guest preferences or dietary restrictions.
• Personalize guest communication based on booking history, special occasions, and loyalty profiles.
• Collaborate with marketing team to craft engaging, brand-aligned pre-arrival messaging templates.
• Monitor response times and effectiveness of pre-arrival engagement to ensure high guest conversion and satisfaction rates.

F&B Cross-Promotion & Upselling Strategy

• Integrate F&B promotions, tasting menus, events, or seasonal offerings into the reservation and pre-arrival communication flow.
• Train reservationists and greeters in Forbes-level upselling techniques-emphasizing value, exclusivity, and personalization.
• Partner with the culinary, mixology, and marketing teams to schedule and promote cross-outlet initiatives, driving multi-venue engagement.
• Monitor conversion rates of promotional campaigns linked to reservations and guest feedback.

Guest Data Management & CRM Integration

• Ensure accurate and consistent data capture in guest profiles to support service personalization, loyalty programs, and marketing segmentation.
• Analyze guest feedback and behavior to identify areas for service refinement or promotional targeting.
• Ensure compliance with data privacy and consent regulations across all engagement channels.

Cross-Departmental Collaboration

• Liaise regularly with Sales, Marketing, Culinary, Events, and Revenue teams to align on strategies that affect reservations and guest experience
• Serve as a strategic partner to the F&B Director and outlet managers, driving initiatives that enhance both operational efficiency and brand perception.
• Champion innovation and continuous improvement across departments to meet Forbes Five-Star

MANAGEMENT COMPETENCIES

Leadership

Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.

Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening tonsure understanding.

Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure workies completed.

Building Relationships

Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.

Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

Finance/Accounting - Knowledge and understanding of financial knowledge, controls, inventory, costs, expenses, and all cash handling procedures and policies.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in away that allows one to solve work-related issues.

Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

Writing - Communicates effectively in writing as appropriate for the needs of the audience.

OTHERS

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or propertyspecific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards, e.g. Guest Voice and JW Marriott Brand Standard Audit.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures

• Follow company, hotel and department policies and procedures.
• Follows Marriott International Hotels Limited Regional Office policies and procedures
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Management.
• Working hours as required to do your job but normally not less than 48 hours per week

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.