Reservation Sales Agent

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

Job Description:

Mandarin Oriental Jumeira, Dubai is looking for a Reservations Sales Agent to join our Reservations 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.

With a pristine oceanfront setting, Mandarin Oriental Jumeira, Dubai is a stylish urban resort overlooking the clear blue waters of the Arabian Gulf and Dubai’s glittering skyline, which is dominated by Burj Khalifa, the tallest building in the world. The hotel's beachfront location and open‑air facilities are designed to bring a new level of relaxed luxury to the city.

About The Job

As a reservations sales agent, he/she is responsible to maintain effective communication on all reservations made to ensure smooth and efficient service delivery.

As a Reservations Sales Agent, you will be responsible for the following duties:

• Process and confirm guest room reservations made by clients, identifying guest needs/
• Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input all reservations into the computer, recording all pertinent information and attend to inquiries, complaints and requests regarding reservations.
• Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
• Show complete product knowledge, understand rate structure and apply rate management.
• Maintain established filing system for all correspondence and collate reports as required by Reservations Manager or Supervisor.
• Organize visa request for hotel guest as per hotel policy and up‑sell whenever an opportunity is identified.
• Ensures all requests are handled in the time frame set by the company.
• Ensure to apply required departmental standards in LQE, MOQA and Forbes.
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Ensure information provided to Guests is accurate and individualized.
• Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.
• Services our customers in order to grow share of the account.
• Builds strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively.
• Handles guest complaints and disputes.
• Ensures an excellent working relationship with all colleagues within the hotel.
• Leads by example in fostering positive employee relations and demonstrating values.
• Effectively communicates with other departments, especially Sales, Front Office and Banqueting.
• Utilizes all available on the job training tools for employees.
• Maintain the System, ensure all the bookings, rates and market codes are up to date, ensure all key accounts are in profile track, and accurate.
• Ensure all Policies and Procedures are understood and adhered to.
• Attends weekly and monthly department meetings and prepares accordingly.
• Conducts sites visits as required by hotel operation.
• Participates in Client Entertainment with Sales Department as required.
• Joint Sales calls with team as required.

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.

We’re Fans. Are you?

Requirements: