Luxury Reservations Agent – Upsell & Guest Experience

Mandarin Oriental; Bandar Penawar; On-site; MYR 28,000 - 44,000; Full time

Benefits offered by this job

MOstay

Learning & Development

Health & Wellness

Job summary

Mandarin Oriental, Desaru Coast is seeking a Reservations Agent to deliver warm, personalised service for guest room reservations and related inquiries. You will manage the reservation process from inquiry to confirmation and pre-arrival, ensuring accuracy of rates, availability, and guest preferences.

The role combines strong attention to detail with effective selling and upselling, collaborating with resort teams to maximise room revenue while maintaining MO service standards.

Qualifications

• Diploma or degree in Hospitality Management preferred.
• Experience in hotel reservations/front office preferred.
• Experience with HMS or similar reservation systems advantageous.
• Excellent command of English, both written and spoken.

Responsibilities

• Handle room reservation inquiries via phone, email, online channels and referrals.
• Provide warm, personalised service in line with Mandarin Oriental standards.
• Take ownership of reservations from enquiry to confirmation and pre-arrival.
• Maintain accurate reservation records in the hotel reservation system.

Skills

Customer service

Upselling

Attention to detail

English proficiency

Interpersonal skills

Education

Diploma or Degree in Hospitality Management

Tools

HMS software

Job description

Mandarin Oriental, Desaru Coast is seeking a Reservations Agent to deliver warm, personalised service for guest room reservations and related inquiries. You will manage the reservation process from inquiry to confirmation and pre-arrival, ensuring accuracy of rates, availability, and guest preferences.

The role combines strong attention to detail with effective selling and upselling, collaborating with resort teams to maximise room revenue while maintaining MO service standards.