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Employment type

Department / Job Level

Property / Office

Group Reservations Coordinator

Apply now Job no: 507699
Employment type Full time
Property / Office: Mandarin Oriental, Washington DC
Location: Washington, DC, United States
Department: Non-Management (Experienced), Reservations

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 31 hotels and eight residences in 20 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group. 

Our Hotel

Set at the heart of the US capital between Maine and Maryland Avenues and 12th and 14th Streets, SW, Mandarin Oriental, Washington DC has redefined luxury in the city. Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and the seat of power.

Overview of Position

The Senior Group Reservations Coordinator will be responsible for the warm, sincere and professional handling of group room blocks as the primary liaison between the meeting planner and the hotel for group room requirements. Great attention to detail, ability to maximize group room revenue, and abidance to contracted group room blocks are required.

The Senior Group Reservations Coordinator will report to Reservations Manager. 

Essential functions

  • Work in conjunction with Director of Revenue Management to maximize room revenue and occupancy by effectively controlling rates and availability, with focus on group market segment.
  • Update the various distribution channels, (InfoR, SynXis, PassKey, etc.) for proper rate and room availability as directed by the Director of Revenue Management.
  • Establish and maintain contact with Group Meeting Planners.
  • Obtain all details regarding group room blocks, attendees, billing pattern, arrival/departure pattern, additional guest room needs.
  • Review sales contract and Delphi booking recap to ascertain guestroom needs from each group (including room block and associated group rate).
  • Receive rooming list from Meeting Planner, input all reservations, changes, cancellations.
  • Input group billing pattern.
  • Liaise with Front Office and Finance to ensure all group needs are communicated effectively.
  • Careful monitoring of Group cut-off dates, effective follow up with Catering/Events Manger to ensure room nights and revenue are protected.
  • Timely release of pending groups, after reservations due date has passed.
  • Attend Group Pre-Conference Meetings.
  • Attend weekly Catering/Event Management Resume meetings.
  • Attend weekly Group Pick-Up meetings.
  • Generate and update list of upcoming groups for Reservations colleague's reference.
  • Complete follow-through of no-show and late cancellation charges.
  • Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff.
  • Handle all guest complaints and comments relating to group reservations tactfully.
  • Liaise with Sabre Hospitality Call Center to ensure seamless group reservations experience of our guests and follow through on guest complaints.
  • May carry out duties and responsibilities of Reservations Sales Agents to include but not limited to phone coverage (which includes mystery shop calls).
  • Perform any other reasonable duties as required by the Reservations Manager or Director of Revenue Management.


  • Prior reservations experience is required; those with luxury hotel or resort experience will be preferred.
  • Must possess strong computer proficiency; MS Office, property management systems, Delphi all required.
  • Must be a self-starter and proactive in establishing contact with Meeting Planners/Group Contacts.
  • Effective decision making ability to increase/decrease group room blocks in accordance with rate guidelines and selling strategy.
  • Must be able to work a flexible schedule that will include days, evenings, weekends and holidays.
  • Must possess strong communication skills with fluency in English required.
  • Prior front desk experience is preferred; those with luxury hotel or resort experience will be preferred.
  • Bachelor's Degree in related field is preferred. 

Working with us means…

We are dedicated to delighting our guests and to delighting our colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

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Equal Employer Opportunity statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

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