Reservation Agent

Mandarin Oriental; Jakarta Pusat; On-site; IDR 133,920,000 - 200,880,000; Full time

Benefits offered by this job

MOstay program

Health Insurance

Learning & Development

Retirement plans

Duty meals

Job summary

Mandarin Oriental Jakarta is seeking a Reservation Agent to join our Reservation team. Based at Mandarin Oriental Jakarta, the Reservation Agent records and processes all room reservations made by phone, emails, other booking platforms, and online chats with accuracy and efficiency.

The ideal candidate will have strong customer service and communication skills, fluent in Bahasa Indonesia and English, and be able to work flexible hours including evenings, weekends, and holidays.

Qualifications

• Minimum one-year experience in a similar role, preferably in a luxury hotel.
• Strong knowledge of room types, rates, and hotel offerings.
• Excellent customer-service and communication skills.
• Fluent in Bahasa Indonesia and English; third language is a plus.

Responsibilities

• Handle guest communications via phone, email, and chats professionally.
• Verify reservation details and ensure confirmations within 24 hours.
• Input and manage reservations in the PMS accurately.
• Coordinate with Sales, Housekeeping, Front Desk for smooth operations.
• Upsell hotel services and manage group reservations.
• Prepare reservations related reports (Cancellation & No Shows).

Skills

Customer service

Communication

Organization

Bilingual (ID/EN)

Flexible hours

Time management

Education

High School Diploma or equivalent

Hospitality degree an advantage

On-the-job training acceptable

Tools

PMS system

MS Office

Job description

• Manage time effectively

Mandarin Oriental Jakarta is looking for a Reservation Agent to join our Reservation 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.

After completion of an extensive renovation, Mandarin Oriental, Jakarta, will emerge fully rejuvenated to reclaim its status as the city’s premier address for both business and leisure. Mandarin Oriental, Jakarta will be positioned as Jakarta’s most luxurious and contemporary hotel, offering exemplary personalized service in well-appointed surroundings. Mandarin Oriental, Jakarta is operated and owned by the Mandarin Oriental Hotel Group.

About The Job

Based Mandarin Oriental Jakarta, the Reservation Agent is responsible for recording and processing all room reservations made by phone, emails. other booking platforms, and online chats efficiently and accurately. The Reservation Agent reports to the Reservations Manager.

As Reservation Agent, you will be responsible for the following duties:

• Handle guests communications (phone, emails, and chats) professionally, identifying needs and offering suitable options.
• Verify reservation details and ensure confirmations are sent within 24 hours with accurate information.
• Demonstrate strong knowledge of room types, rates, and hotel offerings while completing administrative duties in line with SOPs.
• Accurately inputs and manages reservations in the PMS system.
• Maintain effective communication with other departments (e.g. Sales, Housekeeping, Front Desk) to ensure smooth operations.
• Manage group reservations
• Prepare various reservations related reports (e.g. Cancellation & No Shows)
• Upsell hotel services including but not limited to restaurant reservations, Spa,
• Manage time effectively

As Reservation Agent, We Expect From You

Educational Background

• Minimum High School Diploma or equivalent
• Diploma or bachelor’s degree in hospitality, Tourism, Business Administration, or a related field is an advantage
• Relevant on-the-job training or certification in reservations, customer service, or travel systems may substitute formal education undefined

Experience

• Minimum one-year experience in a similar position, possibly in a luxury resort or hotel

Skills & Competencies

• Excellent customer-service, communication, and organization skills
• A positive, service-oriented attitude
• Strong bilingual communication skills - written and verbal - in Bahasa Indonesia and English. A third language is a plus
• Must be available to work flexible hours including evenings, weekends, and holidays

Technical Proficiency

• Computer literacy in Microsoft Office applications including Excel, Word, and PowerPoint.
• Familiarity with hotel PMS or similar platforms is an advantage.

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.
• Health Insurance. Supporting your health is part of supporting your success. Comprehensive health coverage is provided to support your wellbeing and your family.
• Duty Meals. Good food fuels great work. Enjoy daily meals prepared fresh by our MO Makan - Colleague Restaurant Kitchen.