Reservations Agent

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 looking for a Reservation Sales Agent to join our Sales & Marketing Department.

Are you a master of your 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 world’s most luxurious hotels, resorts and residences in prime destinations around the globe. Inspired by our Asian heritage, we are recognised for delivering legendary service and creating exceptional experiences for our guests.

Mandarin Oriental, Desaru Coast is a rainforest retreat on Desaru Coast, where jungle meets the sea and Malaysian nature, culture, and connection come alive in a perfect balance of calmness and vibrancy. Experience the enduring legacy of award-winning Kerry Hill Architects, where the spirit of tropical modernism comes to life in Mandarin Oriental, Desaru Coast’s final design. Nestled between rainforest and sea, each suite and villa is a study in quiet luxury, thoughtfully framed by nature and attuned to the rhythm of the land.

About the job

As a Reservations Agent, you will be responsible for delivering warm, personalised and efficient service specifically in relation to guest room reservations and room-related enquiries.

You will manage the room reservation process from initial enquiry through confirmation and pre-arrival, ensuring accuracy of room type, availability, rates, packages, booking conditions, payment requirements and room-related guest preferences.

The role requires strong attention to detail, excellent communication and a genuine passion for hospitality. You will also contribute to maximising room revenue through effective selling and upselling, while working closely with the relevant resort teams to ensure room reservation information and room-related requests are communicated accurately.

As Reservations Agent you will beresponsiblefor the following duties:

• Handle room reservation enquiries through telephone, email, online channels, central reservation referrals, travel agents, OTAs, Sales and internal hotel referrals.
• Provide prompt, courteous and personalised service in line with Mandarin Oriental service standards, Forbes and LQE principles.
• Take ownership of room reservations from initial enquiry through confirmation and pre-arrival.
• Process and maintain room reservations accurately in the hotel reservation system in accordance with established procedures.
• Maintain strong knowledge of room types, layouts, availability, rates, packages, promotions, inclusions, restrictions and booking conditions.
• Provide accurate information regarding room accommodation, hotel policies and reservation-related matters.
• Identify guest needs and preferences relevant to the room reservation and recommend suitable room types, packages and accommodation options.
• Ensure room-related special requests, preferences, celebrations and other relevant information are accurately recorded and communicated to the appropriate departments.
• Handle room reservation amendments, cancellations, no-shows and reservation discrepancies in accordance with hotel procedures.
• Follow up on room-related guest requests and ensure relevant information is communicated to the appropriate departments prior to guest arrival.
• Apply approved rates, packages and selling strategies in accordance with hotel guidelines.
• Identify opportunities to upsell room categories, packages and applicable accommodation benefits to maximise room revenue and occupancy.
• Maintain awareness of room availability, selling status, rates, packages and restrictions.
• Review room reservation details thoroughly and proactively identify missing information, incorrect rates, duplicate bookings, rate discrepancies or other reservation issues, taking appropriate corrective action.
• Maintain awareness of contracted rates, allotments and applicable booking conditions where required.
• Respond to room reservation enquiries and provide confirmations or appropriate follow-up within the hotel's service standards.
• Give appropriate priority to enquiries relating to current and next-day arrivals.
• Monitor deposits, guarantees and payment schedules, and follow up on outstanding balances prior to guest arrival in accordance with the applicable booking requirements.
• Ensure reservations are properly guaranteed and confirmed in accordance with hotel procedures.
• Maintain accurate and up-to-date reservation records, files and documentation.
• Maintain effective communication with internal and external guests through telephone, email and designated hotel communication platforms.
• Escalate guest concerns, complaints, compliments, significant reservation issues or unusual matters promptly to the appropriate supervisor or manager.
• Maintain a positive and professional working relationship with colleagues across all departments.
• Ensure guest information is handled accurately and confidentially in accordance with hotel standards and applicable requirements.
• Follow Mandarin Oriental standards, Forbes and LQE principles, departmental SOPs and established reservation procedures.
• Follow all hotel health, safety, security and emergency procedures.
• Maintain a professional appearance and an organised work environment.
• Demonstrate integrity, responsibility, accountability and ownership in all assigned duties.
• Undertake other reasonable duties related to the room reservation function as assigned by management.

As Reservations Agent, weexpectfrom you:

Educational Background

• Diploma or Degree in Hospitality Management, Tourism, Business Administration or a related field is preferred.
• Previous experience in hotel reservations, front office, customer service or a related hospitality role is preferred.
• Experience in a luxury hotel or resort environment is an advantage.
• Hands-on experience with HMS or other hotel reservation systems is an advantage.

Skills & Competencies

• Good knowledge of hotel room types, rates, packages, inventory and room reservation procedures.
• Strong written and spoken English.
• Additional languages are an advantage.
• Excellent communication and interpersonal skills.
• Strong guest service and sales skills, with confidence in upselling and recommending suitable accommodation options.
• High attention to detail and accuracy.
• Proactive approach with a strong sense of ownership and accountability.
• Ability to manage multiple enquiries, priorities and deadlines in a fast-paced environment.
• Ability to identify and resolve room reservation issues proactively.
• Ability to work independently while contributing positively to a team environment.
• Willingness to work shifts, weekends and public holidays according to business requirements.
• A genuine passion for hospitality and creating exceptional experiences for our guests.

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.

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