Reservations Officer

Mandarin Oriental; Singapore; On-site; SGD 30,000 - 45,000; Full time

Benefits offered by this job

Complimentary nights for employees

Health benefits and wellness programmes

Unique learning and development programmes

Retirement plans based on service length

Job summary

Mandarin Oriental, Singapore is looking for a Reservations Officer to join the Reservations team. The role involves handling reservation requests via telephone, email, and online systems while ensuring data accuracy and exceptional guest service.

The ideal candidate has at least 1 year of experience in the luxury hotel industry and is fluent in English. The position offers unique learning opportunities and various health benefits.

Qualifications

• At least 1 year experience in luxury hotel industry (any department).
• Proven skills in handling reservation systems.

Responsibilities

• Handle incoming reservation requests via phone, email, and online booking systems.
• Accurately enter reservation details into the property management system.
• Confirm reservations and send booking confirmations to guests.

Skills

Fluent in English (written and spoken)

Good computer skills

Excellent telephone etiquette

Job description

RESERVATIONS OFFICER

Mandarin Oriental, Singapore is looking for a Reservations Officer to join our Reservations team.

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. Mandarin Oriental, Singapore is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay.

About The Job

Based at Mandarin Oriental, Singapore within the Reservations Department, the Reservations Officer is responsible for carrying out room sales via telephone or correspondence, ensuring that all information furnished to guests is accurate and appropriate. He/She will ensure all data entry into systems is error‑free. The Reservation Officer reports to the Reservations Manager.

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 the Front Office and Revenue Management teams to ensure maximum 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.

Qualifications

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

Commitment to You

• Learning & Development: unique learning and development programmes for various stages in your career.
• MOstay: complimentary nights and attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness: variety of health benefits and wellness programmes offered globally.
• Retirement Plans: various retirement plans depending on length of service and role.

We're Fans. Are you?