Reservations Services Agent

About Mandarin Oriental Doha

Mandarin Oriental, Doha is a refined urban oasis combining Qatari heritage with contemporary design, ideally situated in Msheireb Downtown Doha close to key landmarks like Souq Waqif and the Museum of Islamic Art. The globally acclaimed Mandarin Oriental group operates some of the most luxurious hotels, resorts, and residences worldwide, celebrated for exceptional service inspired by Asian heritage and innovative luxury experiences.

Role Overview

We seek a Reservations Services Agent to support our Reservations Services team by engaging with guests daily to arrange their room accommodations, spa treatments, and restaurant bookings. This role demands versatility to manage multiple tasks efficiently while upholding professional standards.

Key Responsibilities

• Respond to the hotel's main telephone line, HelloMO platform, and email inquiries from guests, travel agencies, and internal teams, adhering strictly to departmental standards including those for luxury quality expectations and Forbes criteria.
• Provide warm, sincere customer service by taking personal ownership of each request.
• Prepare and send proposals, pro-forma invoices, and confirmation letters to clients and third-party agencies.
• Efficiently handle guest inquiries, complaints, and requests within company-defined timeframes.
• Use sales methods aimed at maximizing revenue while accurately processing room, food and beverage, and spa reservations, ensuring detailed input into reservation systems.
• Verify room type availability and rates, clearly communicate guarantee and cancellation policies, and accurately note special guest requests and preferences.
• Maintain positive working relationships with colleagues across departments and lead by example to foster team spirit and uphold company values.
• Utilize available training resources for continuous personal and team development.
• Manage guest grievances courteously and escalate unresolved issues to appropriate managerial staff.

Candidate Requirements

• At least one year of experience as a Reservations Supervisor within a five-star hotel setting.
• Previous work experience in the Middle East is advantageous.
• Attributes including enthusiasm, passion, organization, and strong interpersonal skills are essential.

Employee Benefits

• Comprehensive learning and development programs tailored to career stages to foster ongoing growth.
• MOstay program grants complimentary or preferential room rates at Mandarin Oriental locations globally for employees and their families.
• Health and wellness initiatives supporting work-life balance and colleague well-being worldwide.
• Retirement schemes tailored by length of service and role within the company.
• Competitive salary and benefits package.
• Provision of transportation and housing.
• Relocation assistance and vacation air tickets.

Additional Information

We pride ourselves on the integrity, growth mindset, and team success culture. If you share these values and desire to contribute to a prestigious and evolving brand, we welcome your application.