Reservations Services Supervisor

Mandarin Oriental, Doha is looking for a Reservations Services Supervisor to join our Reservations Services team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Doha is an intimate and stylish urban retreat, blending Qatari-influenced heritage with modern design. Located in the heart of Msheireb Downtown Doha, within walking distance to Souq Waqif, Museum of Islamic Art and a short distance to the business district, West Bay.

About the job

Responsible for interacting with guests daily, assisting them with their room, spa and restaurant bookings. The Reservations Supervisor must be able to multitask effectively, while maintaining a high level of professionalism.

As Reservations Services Supervisor, 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.

• Answer questions about property facilities and services. Should the guest require more specific assistance, direct the call to the respective department or guest when applicable.

• Attend to all inquiries, complaints and requests received. Ensure all interactions are handled in the time frame set by the company.

• Ensure company standards for interactions with stakeholders are adhered to. Send proposals, pro forma invoices, and confirmations to third parties, e.g., Travel Agencies following the same company standards.

• 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.

• Maintain complete knowledge of:

• All hotel features, services, and hours of operations.

• All hotel outlets concepts, dress code and ambiance.

• All hotel room types, number, names, amenities, and locations.

• All spa treatments.

• Awareness of group bookings, and events happening in the hotel at any given point.

• Have knowledge of ongoing promotions to upsell rooms, outlets and spa treatments to increase guest revenue within the hotel.

• Monitor telephones system problems and alert relevant departments to correct said problems in an expedited manner to prevent guest dissatisfaction.

• Communicate with ERT as necessary in the event of an emergency.

• Ensure all requests are handled in the time frame set by the company

• Ensure that audited results meet the standards required in LQA, LQE and Forbes.

As Reservations Services Supervisor, 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