Reservations Services Supervisor

About Mandarin Oriental, Doha

Mandarin Oriental, Doha is a distinguished urban sanctuary blending Qatari heritage with contemporary design, situated centrally in Msheireb Downtown Doha close to notable attractions such as Souq Waqif, Museum of Islamic Art, and the West Bay business area. The brand is globally recognized for managing high-end hotels, resorts, and residences with a legacy inspired by Asian traditions, delivering exceptional guest experiences.

Role Overview

The Reservations Services Supervisor is pivotal in managing daily interactions with guests, assisting with bookings across rooms, spa, and restaurants, while ensuring a professional and courteous approach. The role requires multitasking prowess and adherence to luxury service standards.

Key Responsibilities

• Respond to incoming calls, emails, and messages from both internal and external stakeholders using the hotel’s primary telephony and communication platforms, ensuring compliance with departmental luxury quality and Forbes standards.
• Engage warmly and sincerely with all inquiries, taking personal responsibility to resolve issues comprehensively.
• Provide detailed information regarding the hotel's facilities and services; redirect calls to appropriate departments if specialized assistance is needed.
• Manage guest complaints and requests promptly within company-set timeframes.
• Maintain adherence to company communication policies when dealing with travel agencies and third parties, including sending proposals, invoices, and confirmations.
• Utilize effective sales strategies to optimize revenue; accurately process and confirm all guest reservations for rooms, F&B, and spa treatments, ensuring complete and accurate data entry.
• Verify room availability and rates for reservations, clearly communicating policies concerning guarantees, cancellations, and special requests, and documenting guest preferences.
• Maintain thorough knowledge of all hotel features, restaurant concepts, room categories, spa treatments, ongoing promotions, and events to upsell effectively and provide accurate information.
• Monitor telephony systems for any technical issues and coordinate timely repairs to minimize guest impact.
• Coordinate with the Emergency Response Team as necessary in emergencies to ensure guest and staff safety.
• Ensure all audits meet the luxury quality assessments benchmarks including LQA, LQE, and Forbes ratings.

Candidate Expectations

• Develop and maintain excellent working relationships across hotel departments.
• Lead by example in promoting positive workplace values and teamwork.
• Communicate effectively within and across departments.
• Leverage available training resources to support team member development.
• Demonstrate enthusiasm, passion, organization, and engagement in daily responsibilities.
• Bring at least one year of supervisory experience in reservations within a 5-star hotel environment.
• Experience in the Middle East hospitality sector is advantageous.
• Manage and escalate guest complaints appropriately to managerial levels.

Our Commitment to You

• Comprehensive learning and development programs tailored to promote continuous career growth.
• MOstay benefits providing complimentary and discounted stays at Mandarin Oriental properties worldwide.
• Health and wellness initiatives supporting colleagues' work-life balance.
• Retirement plans reflective of service length and job role.
• Competitive salary and benefits package inclusive of transportation and housing provisions.
• Support with relocation, including vacation travel allowances.