Luxury Reservations Specialist Dubai

Mandarin Oriental; Dubai; On-site; AED 67,000 - 100,000; Full time

Benefits offered by this job

Learning & development

MOstay complimentary nights

Colleague wellness programs

Job summary

Mandarin Oriental Jumeira, Dubai is seeking a Reservations Sales Agent to join our Reservations team. You will manage guest reservations, verify rates, document special requests, and uphold brand standards while focusing on service excellence.

The role requires strong communication, product knowledge, and the ability to maximize revenue through effective upselling and relationship management with guests and colleagues.

Responsibilities

• Process and confirm guest room reservations, identifying guest needs.
• Verify room type and rate availability; explain guarantees and cancellation policies.
• Accommodate and document special requests.
• Answer questions about facilities/services; input reservations; handle inquiries and complaints.
• Stay updated on promotions and process reservations, rates and confirmations.
• Demonstrate product knowledge; apply rate management and explain pricing.
• Maintain filing system for correspondence and collate reports for Reservations Manager.
• Organize visa requests per hotel policy; up-sell opportunities where identified.
• Ensure requests are handled within the time frame set by the company.
• Apply MOQA, LQE, Forbes standards in daily tasks.
• Support customer loyalty and brand standards with service excellence.
• Provide accurate, individualized information to guests.
• Monitor satisfaction and resolve issues to secure future business.
• Serve customers to grow share of the account; build strong relationships.
• Handle guest complaints and disputes professionally.
• Maintain good relations with colleagues across departments.
• Lead by example and promote positive employee relations.
• Coordinate with Sales, Front Office and Banqueting as needed.
• Utilize on-the-job training tools to improve performance.
• Keep bookings, rates, and market codes up to date; maintain profile tracking.
• Adhere to company policies and procedures; attend meetings and site visits.
• Participate in client entertainment and joint sales calls as required.

Job description

Mandarin Oriental Jumeira, Dubai is seeking a Reservations Sales Agent to join our Reservations team. You will manage guest reservations, verify rates, document special requests, and uphold brand standards while focusing on service excellence.

The role requires strong communication, product knowledge, and the ability to maximize revenue through effective upselling and relationship management with guests and colleagues.