Reservations Services Agent
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Key skills for this role
About the Role
Mandarin Oriental, Doha is looking for a Reservations Services Agent to join their team. The role involves handling guest reservations for rooms, spa, and restaurant, answering inquiries, and maximizing revenue.
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 confirmations letters to guests or third parties
- Attend to all inquiries, complaints and requests received, ensuring all interactions are handled within set time frames
- Follow sales techniques to maximize revenue
- Process and confirm guest reservations for Rooms, F&B and Spa, inputting all reservations into respective systems
- 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
Requirements
- 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
- Engaging, enthusiastic, passionate, organised
- Ability to handle guest complaints and escalate disputes to relevant managers
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.
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.
Expectations
- 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. We craft unique learning and development programmes for various stages in your career.
- MOstay. Complimentary nights and additionally attractive rates on rooms for you and your loved ones.
- Health & Colleague Wellness. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
- Retirement Plans. 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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