Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.

Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

Mandarin Oriental, Costa Navarino

Located on the southwest coast of the Peloponnese, one of the most unspoiled and breath-taking landscapes in the Mediterranean, and 45 minutes’ drive from Kalamata International Airport.

The beachfront resort is part of the sustainable resort destination of Costa Navarino, a well-established tourism destination which includes 3 other resorts. It comprises of 99 suites and villas, all with outdoor terraces and sea views, along with seven restaurants and bars.

Scope of Position:

The Reservations Agent is responsible for interacting with guests daily, helping them to book rooms and providing information about local attractions and services. The Reservations Agent must be able to multitask effectively while maintaining a high level of professionalism. He/she may need to answer phones or assist other employees as needed. In addition to handling guest requests, the Reservations Agent also must ensure that all reservations are properly recorded and organized for future reference.

Duties & Responsibilities:

• Ιnputs data into the PMS system in the correct format as set in the PMS Operational manual.
• Ensures that communication with other departments, notably Credit, Sales, Concierge, Housekeeping, Front Desk, and any other concerned department is maintained, with information which concerns them.
• Prepares reports for the Reservation Supervisor, the Revenue Analyst and the Director of Revenue, such as Rate discrepancy report, upgrade/upsell, rate audit report, walk-in, same day reservations, commission report, agency profile etc.
• Retrieves previous correspondence.
• Updates files correspondence.
• Deposits communication with the guests and follows up when necessary.
• Allocates rooms while creating and amending reservations in the PMS system.
• Extracts, reviews and performs action base on the Traces report from the PMS system.
• Performs arrival check based on the SOP timeline. 
• Answers the telephone and takes a record of all advanced reservations using property management system (Infor HMS) in compliance with Legendary Quality Assurance standards as well as internal standards.
• Responds to all enquiries in a professional and consistent way, ensuring all the guests’ needs are identified and options are pro-actively suggested.
• Ensures all reservation details are correctly entered into the property management systems and that guest information is accurately maintained.
• Ensures all confirmations are accurately sent out within 24 hours making personal references to their choices.
• Gains full knowledge of all rates, (rack, negotiated and promotional etc.), room types, overall resort product and resort’s primary competition.
• Ensures all other administrative duties are completed to Mandarin Oriental Hotel Group Standard Operating Procedures for the Reservations Department.
• Performs any other reasonable duties as required by the Reservations Supervisor, Director of Revenue, Hotel Manager and General Manager.

Qualifications / Experience:

• EU Passport or valid Residence Permit is mandatory in order to work in Greece.
• Degree in Hospitality Management will be considered as a plus.
• Working experience in Reservations or Customer Services will be considered as a plus.
• Reservations experience in international luxury hotels will be considered as a plus.
• Excellent communicator, with effective verbal and written communication skills in Greek and English. An additional language will be considered as a plus.
• Ability to work with multiple systems and applications like spreadsheets, databases, work processing, property management software's, Booking engine, OTA Extranets, Yield management systems and computers.
• Availability to work in rolling shifts.
• Flexibility to work in Costa Navarino, Pylos, when necessary.

Benefits:

We offer exciting benefits including and not limited to:

• Medical Private Insurance for all Colleagues.
• Colleague recognition and reward program.
• Learning & Development Program.
• Colleague Social events and Wellness programs.
• Workplace Support line that covers all pillars of wellness for colleagues.
• Task force Opportunities across the Group of Mandarin Oriental.