Reservation Agent

About Mondrian Singapore Duxton

The Mondrian Singapore Duxton is the first Mondrian hotel in Singapore, located in the trendy Duxton Hill area near the Central Business District. It belongs to the acclaimed Ennismore hospitality group. The hotel boasts 302 rooms offering views of historic shophouses and the modern city skyline through expansive floor-to-ceiling windows. Guests can enjoy a rooftop pool and a vibrant selection of bars and restaurants.

Job Overview

Working directly under the Reservation Supervisor or designated management personnel, this role involves managing all room reservation inquiries efficiently and accurately. The agent is responsible for ensuring records of reservations are complete while maximizing hotel revenue by upselling and extending guest stays.

Key Responsibilities

• Maximize revenue by converting reservation inquiries into confirmed bookings aligned with the hotel's selling strategies.
• Respond promptly to incoming reservation requests via telephone, fax, or email, aiming for high conversion rates.
• Operate and maintain expert knowledge of the Opera and TARS reservation systems, adhering to operational standards.
• Follow minimum rate and stay policies set by the revenue team to optimize revenue while maintaining customer satisfaction.
• Ensure all reservation details entered into the Opera system are accurate, comprehensive, and updated with special requests and billing information.
• Provide courteous and professional responses to all telephone inquiries, promoting hotel facilities and services.
• Promptly process reservation enquiries and confirmations on the day they are received.
• Maintain well-organized departmental filing systems for all correspondence.
• Foster positive relationships with customers to encourage loyalty and repeat business.
• Identify potential sales leads to support the sales team's account development efforts.
• Understand and contribute to achieving the hotel's financial goals through effective reservations management.
• Demonstrate strong personal skills, accuracy, attention to detail, and a positive demeanor.
• Work collaboratively within the reservations team and assist colleagues, fulfilling tasks assigned by supervisors and the Revenue Management Director.

Workplace Culture

• Be authentic and honest, communicating sincerely.
• Promote a fun, energetic, and friendly environment.
• Take ownership and be dependable in fulfilling responsibilities.
• Encourage innovation and openness to new ideas.
• Stay attentive and detail-focused to provide excellent guest service consistently.

Qualifications and Skills

• Prior experience in reservations or front desk roles within the hospitality sector is preferred.
• Excellent communication abilities with a professional yet friendly attitude.
• Proficient in reservation software and Microsoft Office applications.
• Flexibility to work various shifts, including weekends and public holidays.
• A strong passion for providing exceptional guest service both over the phone and in person.
• Superior organizational and time management skills.