Luxury Reservations Specialist

Mandarin Oriental; Singapore; On-site; SGD 33,000 - 60,000; Full time

Job summary

Mandarin Oriental, Singapore is seeking a Reservations Officer to join our Reservations team. You will handle room sales via telephone and email, ensuring accuracy in data entry and timely confirmations.

Reports to the Reservations Manager and collaborates with Front Office and Revenue Management to optimize occupancy and guest satisfaction. You should have at least 1 year in luxury hotels, strong computer skills, fluent English, and excellent telephone etiquette.

Qualifications

• At least 1 year experience in luxury hotel industry (any department).
• Good computer skills.
• Fluent in English (Written and Spoken).
• Excellent telephone etiquette.

Responsibilities

• Handle incoming reservation requests via phone, email and online booking systems.
• Accurately enter reservation details into the property management system (PMS) or reservation software.
• Confirm reservations and send booking confirmations to guests promptly.
• Update and manage reservations, including modifications and cancellations.
• Provide information to guests regarding room availability, rates, hotel services and promotions.
• Offer personalized recommendations based on guest preferences and needs.
• Handle special requests and ensure they are communicated to relevant hotel departments.
• Ensure accurate billing information is captured at the time of booking.
• Process deposits, prepayments and final payments in compliance with hotel policies.
• Monitor reservation levels and room availability to avoid overbooking.
• Collaborate with Front Office and Revenue Management teams to maximize occupancy and profitability.
• Maintain accurate records of all reservations and cancellations.
• Prepare daily reports on reservations and occupancy status for management review.
• Respond to guest inquiries, concerns and complaints in a timely and professional manner.
• Ensure a high level of guest satisfaction through effective communication and problem-solving.
• Communicate with housekeeping, maintenance and other departments to ensure smooth guest experiences.
• Work closely with the sales and marketing teams to promote special offers, packages and hotel events.

Skills

Good computer skills

Fluent in English

Excellent telephone etiquette

Hotel industry experience

Tools

PMS

Reservation software

Job description

Mandarin Oriental, Singapore is seeking a Reservations Officer to join our Reservations team. You will handle room sales via telephone and email, ensuring accuracy in data entry and timely confirmations.

Reports to the Reservations Manager and collaborates with Front Office and Revenue Management to optimize occupancy and guest satisfaction. You should have at least 1 year in luxury hotels, strong computer skills, fluent English, and excellent telephone etiquette.