Reservations Agent

Mandarin Oriental, Tokyo is looking for a Reservations Agent 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, Tokyo renowned for its sophisticated luxury and award-winning service, is located in the prestigious Nihonbashi district. A true culinary destination, it features a selection of worldclass dining experiences set against stunning views of the city skyline and Mt. Fuji.

About the job

Based at the Mandarin Oriental, Tokyo / within the Reservations Department in Tokyo, the Reservations Agent is responsible for handling basic operations of the department, mainly reservations which come in various forms such as telephone, facsimile, GDS, Email, MO.com, travel agents’ reservation system and CRS(SynXis), data input and preparation of various reports.

The Reservations Agent reports to Reservations Supervisor / Reservations Assistant Manager.

As Reservations Agent, you will be responsible for the following duties:

• Ensure prompt and accurate answering of all incoming correspondence in regards to room reservations.
• Handle telephone reservations adhering strictly to the company’s LQE.
• Accurate information input into the HMS system.
• Ensure that communication with other departments, notably Finance, Revenue, Concierge, Guest Relations and Front Desk is maintained with information which pertains to them.
• Communicate with other departments regarding special requests by guests, local companies, overseas companies and agents for table reservations, billing instructions, Spa or transfer arrangements etc.
• Retrieve and input all reservations from contracted travel agents.
• Ensure that the arrival lists are being checked and followed up properly.
• Check all arrivals two days before arrival.
• Check all booking information which is received via SynXis.
• Reply all correspondences promptly and within 24 hours.
• Follow up trace report daily.
• Trace No-Show / Late Cancellation booking.
• Follow up with prepayments.
• Handle commission payments.
• Attend departmental briefing.
• Order supplies for the department and generate work order with pertinence to any department physical defects.
• Adhere to all department and hotel regulations and P&P
• Perform any other reasonable duties as required by Director of Reservations.
• Ensure operational compliance to legal regulations and other requirements.
• Maintain inventory of stationery and papers.
• Actively participate in all training activities

As Reservations Agent, we expect from you:

• Reservations experience preferred

• Frexible shift work including Sat/Sun and holidays

• English language skill needed

• Japanese language skill preferred

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.
• A competitive salary and benefits packages
• Social Insurance Plan – Employees Health Insurance and Employees Welfare Pension Insurance (if applicable)
• Labour Insurance Plan

We’re Fans. Are you?