Reservations Services Agent

Overview

Mandarin Oriental in Doha is seeking a dedicated Reservations Services Agent to be a part of its Reservations team. The ideal candidate thrives in a collaborative environment, values integrity and respect, displays responsibility, and maintains a commitment to personal and professional growth.

Mandarin Oriental is globally recognized for its luxury hotels, resorts, and residences, emphasizing Asian heritage and cutting-edge customer experiences. The Doha property blends Qatari influenced heritage with modern architecture and is situated conveniently near major attractions and business districts.

Job Responsibilities

• Manage incoming communications via the hotel's main phone line, HelloMO platform, and emails from both external clients and internal teams, adhering to department standards such as LQE and Forbes.
• Provide warm, sincere interactions, taking accountability for each request personally.
• Prepare and dispatch proposals, pro-forma invoices, and confirmation letters to guests or travel agencies.
• Respond promptly to inquiries, complaints, and requests within the company’s stipulated timeframes.
• Apply sales techniques to optimize revenue; process and confirm reservations for rooms, food and beverage, and spa services while accurately recording details in reservation systems.
• Verify room availability, explain policies regarding guarantees, rates, and cancellations, and capture special guest requests and preferences within reservations.

Expectations and Requirements

• Foster excellent working relationships and positive interactions with all hotel colleagues and departments.
• Demonstrate leadership by modeling company values and engaging collaboratively.
• Make use of all training resources available on the job for continuous colleague development.
• Possess an enthusiastic, organized, and motivated approach toward work.
• At least one year of experience in a Reservations Supervisor role within a 5-star hotel environment.
• Prior experience in the Middle East region is an advantage.
• Effectively manage guest complaints and escalate issues to managers when necessary.

Benefits and Perks

• Continuous learning and tailored development programs to support career growth.
• MOstay program offering complimentary and discounted accommodation worldwide for employees and their families.
• Comprehensive health and wellness initiatives to support work-life balance.
• Retirement plans adjusted for service duration and role.
• Competitive salary alongside benefits package.
• Provided transportation and housing.
• Relocation assistance and vacation tickets.