Reservations Sales Agent

Job Summary The Reservations Sales Agent is responsible for handling all room reservations inquiries and bookings for Mandarin Oriental, Macau, ensuring an exceptional guest experience from the initial contact. This role focuses on maximizing room revenue through effective sales techniques and providing accurate and comprehensive information about the hotel's services and facilities.

Job Responsibilities

• Process all incoming reservation requests via phone, email, and online channels promptly and efficiently.
• Convert inquiries into confirmed bookings by actively promoting hotel facilities, services, and special offers.
• Maintain a high level of product knowledge regarding room types, rates, packages, and hotel amenities.
• Accurately enter and update reservation details in the property management system (PMS).
• Handle guest queries and feedbacks related to reservations with professionalism and a problem-solving approach.
• Collaborate with other departments, such as Front Office and Sales, to ensure seamless guest services.
• Monitor room availability and recommend appropriate pricing strategies to maximize occupancy and revenue.
• Adhere to all company policies and procedures regarding reservations, guest privacy, and data security.
• Participate in training sessions and departmental meetings to enhance skills and knowledge.
• Perform other duties as assigned by the Reservations Manager.

Job Qualifications

• High school diploma or equivalent; a degree or diploma in Hospitality Management is a plus.
• Excellent communication skills, both written and verbal, in English and Cantonese; proficiency in Mandarin is highly advantageous.
• Ability to work effectively under pressure and handle multiple tasks simultaneously.
• Attention to detail and a high level of accuracy in data entry.
• Positive attitude, professional demeanor, and a strong commitment to guest satisfaction.
• Ability to work flexible hours, including weekends and public holidays, as required.