About the job

Based at Mandarin Oriental, Hangzhou within the Sales & Marketing Division, the Reservation Manager is responsible for leading the Reservations team and ensuring the efficient management of all room reservation activities. Reporting to the Director of Revenue Management, this role plays a key part in optimizing room inventory, maximizing revenue opportunities, maintaining reservation accuracy, and delivering exceptional guest service in accordance with Mandarin Oriental standards. The Reservation Manager works closely with Revenue Management, Sales, Front Office, and other operational departments to drive business performance, enhance the guest booking experience, and support the achievement of the hotel’s commercial objectives.

As Reservation Manager, you will be responsible for the following duties:

• To ensure prompt, accurate, and professional responses to all room reservation enquiries and correspondence.
• To oversee the daily reservation operations and ensure all bookings are entered into the PMS system within 24 hours.
• To monitor room inventory, occupancy levels, rate structures, and availability to maximize revenue opportunities through effective inventory control.
• To supervise, coach, and develop the Reservations team to ensure service excellence and operational efficiency.
• To prepare and review daily, weekly, and monthly reservation reports, forecasts, and market performance analysis.
• To ensure all reservation-related information, including special guest requests, billing instructions, VIP arrangements, and group requirements, is communicated accurately with relevant departments.
• To maintain and monitor rate codes, inventory controls, and distribution channels to ensure data accuracy across all systems.
• To manage reservation procedures for individual, corporate, FIT, and group bookings in accordance with hotel standards.
• To monitor reservation team performance, ensuring calls, emails, and reservations are handled professionally and efficiently.
• To coordinate closely with Revenue Management to maximize room yield and achieve revenue targets.
• To identify opportunities to improve operational efficiency, sales performance, and guest satisfaction.
• To implement and monitor departmental incentive schemes and performance management initiatives.
• To support the promotion of new products, packages, and services to increase conversion and revenue generation.
• To supervise the preparation of forecasts and reservation reports to assist with business planning and decision-making.
• To ensure reservation training programs, including MOHG reservation standards and LQE requirements, are conducted and monitored throughout the year.
• To develop succession plans and career development pathways for Reservations colleagues.
• To maintain effective communication with Sales, Front Office, Housekeeping, Concierge, and other departments to ensure seamless guest service.
• To ensure all reservation contracts, records, and documentation are accurately maintained and updated.
• To perform any other reasonable duties as assigned by the Director of Revenue Management.

As Reservation Manager, we expect from you: 

• A minimum of 5 years' experience in a supervisory or management role within Reservations, Revenue, or Rooms Division operations, preferably in a luxury hotel environment.
• Strong knowledge of reservations systems, PMS platforms, channel management systems, and revenue management principles.
• Proven leadership skills with the ability to motivate, coach, and develop high-performing teams.
• Excellent communication and interpersonal skills with the ability to collaborate effectively across departments.
• Strong analytical skills with experience in forecasting, reporting, inventory management, and revenue optimization.
• A proactive approach to problem-solving and continuous improvement.
• Excellent organizational skills with the ability to manage multiple priorities and deadlines.
• High attention to detail and accuracy in managing reservation data and guest information.
• Fluency in both English and Mandarin, written and spoken.
• A passion for delivering exceptional guest experiences and building a long-term career within the Mandarin Oriental Hotel Group.

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.
• Health & 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.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

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