F&B Guest Experience & Reservation Manager

About the role

We are looking for a dynamic F&B Guest Experience & Reservation Manager to lead the reservation and guest‑experience functions across all food and beverage outlets at Park Hyatt Milano. Reporting directly to the Director of Food & Beverage, you will ensure that every reservation and guest interaction reflects the hotel’s 5‑star standards.

Key responsibilities

• Oversee all F&B reservations, ensuring correct procedures for phone, email, website and event bookings.
• Maintain high‑standard communication with guests, providing accurate information and handling complaints.
• Monitor daily outlet operations and coordinate with the Head of Department to plan daily calendars.
• Manage administrative tasks including payment authorisations, purchasing requests and collateral maintenance.
• Supervise financial and IT processes such as credit‑card authorisation, Safer Pay Link, and event billing.
• Lead the events team, enforce grooming standards, and organise service work schedules.
• Update the guest database and contribute to monthly budget reporting.
• Collaborate with the Food & Beverage and Events managers on competitor analysis and commercial planning.

Required profile

• Proven experience in managing F&B reservations and guest‑experience functions within a luxury hotel environment.
• Strong attention to detail and ability to uphold high service standards.
• Excellent organisational skills with the capacity to coordinate multiple outlets and events.
• Ability to communicate clearly with guests, staff and senior management.
• Experience supervising staff and enforcing service policies.

Required skills

• Reservation management systems
• Basic financial processing (credit‑card authorisation, payment links)
• Database maintenance

What we offer

• Opportunity to work in a prestigious 5‑star hotel located in the historic heart of Milan.
• Collaborative environment with a focus on innovation and personalized guest service.
• Professional development under the leadership of the Director of Food & Beverage.