Reservations Services Agent
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Key skills for this role
About the Role
Mandarin Oriental, Doha is seeking a Reservations Services Agent to handle guest room, spa, and restaurant bookings. The role requires excellent communication skills, multitasking ability, and at least 1 year of experience in a 5-star hotel environment.
Key Skills for This Role
Responsibilities
- Answer hotel’s main telephone, HelloMO, and emails from external and internal stakeholders
- Send proposals, pro forma invoices, and confirmation letters to guests or third parties
- Attend to all inquiries, complaints, and requests within the time frame set by the company
- Process and confirm guest reservations for Rooms, F&B and Spa using sales techniques to maximize revenue
- Verify availability of room type and rate, explain guarantee, rate, and cancellation policies
Requirements
- Minimum 1 year of experience as Reservations Supervisor in a 5 star hotel environment
- Previous experience in the Middle East region is an advantage
- Excellent communication and interpersonal skills
- Ability to multitask effectively
Full Job Posting
About the job
- Responsible for interacting with guests daily, assisting them with their room, spa and restaurant bookings.
- The Reservations Agent must be able to multitask effectively, while maintaining a high level of professionalism.
As Reservations Services Agent, you will be responsible for the following duties
- Answer hotel’s main telephone, HelloMO, and emails from external and internal stakeholders. Ensure to apply required departmental standards in LQE and Forbes.
- All interactions are to be warm and sincere, taking ownership of the requests received, by personally addressing the matter.
- Send proposals, pro forma invoices, and confirmations letters to guests or third parties, e.g. Travel Agencies.
- Attend to all inquiries, complaints and requests received. Ensure all interactions are handled in the time frame set by the company.
- Follow sales techniques to maximize revenue. Process and confirm guest reservations made by clients for Rooms, F&B and Spa. Input all reservations into the respective systems, recording all relevant information.
- For room requests, verify availability of room type and rate. Explain guarantee, specific rate, and cancellation policies. Ensure special requests and guest preferences are documented within the reservation.
As Reservations Services Agent, we expect from you:
- Ensure an excellent working relationship with all colleagues within the hotel.
- Leads by example in fostering positive colleague relations and demonstrating values.
- Effectively communicates with other departments.
- Utilizes all available on the job training tools for colleagues.
- Engaging, enthusiastic, passionate, organised
- Minimum of 1 year of experience working in Reservations Supervisor at 5 star hotel environment
- Previous experience working in the Middle East Region is an advantage
- Handle guest complaints accordingly and escalate disputes raised to relevant managers.
Our commitment to you
- Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
- MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
- Heath & Colleague Wellness. Finding the right work life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
- Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
- A competitive salary and benefits packages
- Transportation and Housing provided
- Relocation and Vacation Tickets
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