Reservations Officer

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

RESERVATIONS OFFICER

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

Mandarin Oriental, Singapore is looking for a Reservations Officer to join our Reservations team. Are you a master of 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 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 in Singapore, the Reservations Officer is responsible in playing a vital role in carrying out room sales via telephone or correspondences, ensuring that all information furnished to guests are accurate and appropriate. He/She will ensure that all data entry into systems are error free. The Reservation Officer reports to the Reservations Manager.

As Reservations Officer, you will be responsible for the following duties

Reservation Management

• 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.

Guest Interaction

• 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.

Billing And Payment

• Ensure accurate billing information is captured at the time of booking.
• Process deposits, prepayments, and final payments in compliance with hotel policies.

Overbooking Management

• Monitor reservation levels and room availability to avoid overbooking.
• Collaborate with the Front Office and Revenue Management teams to ensure maximum occupancy and profitability.

Record Keeping & Reporting

• Maintain accurate records of all reservations and cancellations.
• Prepare daily reports on reservations and occupancy status for management review.

Customer Service

• 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.

Collaboration With Other Departments

• 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.

As Reservations Officer, We Expect From You

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

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.

We're Fans. Are you?