Lux Reservations Specialist — Personalised Guest Upsell

Mandarin Oriental Hotel Group Limited; Bandar Penawar; On-site; MYR 33,000 - 56,000; Full time

Job summary

Mandarin Oriental Desaru Coast is seeking a Reservations Agent within our Sales & Marketing team to deliver warm, personalised service for guest room reservations and related inquiries.

You will manage the end-to-end reservation process, ensure accuracy of room types, rates, and preferences, and actively upsell to maximise revenue while coordinating with resort teams to fulfil guest requests.

Qualifications

• Diploma or degree in hospitality or related field preferred.
• Previous experience in hotel reservations or front office preferred.
• Experience in a luxury hotel or HMS system is an advantage.

Responsibilities

• Handle room reservations from enquiry to confirmation.
• Provide warm, personalised service in line with MO standards.
• Upsell room types, packages and benefits to maximise revenue.
• Maintain accurate reservation records and guest information.
• Coordinate with resort teams to fulfil room-related requests.
• Follow hotel procedures for deposits and payments.

Skills

Upselling

Customer service

Communication

Attention to detail

Multitasking

Teamwork

English fluency

Education

Hospitality degree

Tools

HMS system

Job description

Mandarin Oriental Desaru Coast is seeking a Reservations Agent within our Sales & Marketing team to deliver warm, personalised service for guest room reservations and related inquiries.

You will manage the end-to-end reservation process, ensure accuracy of room types, rates, and preferences, and actively upsell to maximise revenue while coordinating with resort teams to fulfil guest requests.