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 recognized 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, Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 276 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world-class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand’s signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila.

About the Role

The Reservations Manager plays a critical leadership role in establishing the Reservations Department for Mandarin Oriental Makati. This position ensures that all reservations processes—guest inquiries, bookings, systems setup, inventory management, and communication—are executed with accuracy, sophistication, and the legendary service synonymous with Mandarin Oriental.

Reporting directly to the Director of Revenue, the Reservations Manager contributes to the hotel’s commercial performance, operational readiness, and guest satisfaction throughout the pre‑opening phase and beyond. This leader embodies precision, warmth, and a commitment to excellence in every guest interaction.

Your Responsibilities

Pre‑Opening Responsibilities

• Support the Director of Revenue in building the Reservations Department, including system configuration, UAT testing, SOP development, and colleague onboarding.
• Oversee implementation and auditing of reservations platforms (PMS, CRS, channel management systems, and distribution partners).
• Create reservations service standards, call quality guidelines, and communication templates aligned with Mandarin Oriental’s brand values.
• Develop a thorough understanding of the hotel’s room categories, inventory structure, pricing strategy, and forecasting approach.

Reservations Operations & Guest Experience

• Lead all reservations operations to ensure accurate, timely handling of inquiries, bookings, modifications, cancellations, and special requests.
• Deliver an elevated, seamless, and personalized guest experience through every touchpoint of the reservations process.
• Ensure accuracy of guest profiles, preferences, billing instructions, and stay details in all systems.
• Collaborate closely with Front Office, Sales, Marketing, and Revenue to maintain consistent messaging and a cohesive pre-arrival experience.
• Monitor booking pace, pickup, and trends to support operational planning and guest readiness.

Revenue Alignment & Performance

• Work with the Director of Revenue to maximize occupancy, ADR, and segment profitability through strategic reservations handling.
• Implement upselling initiatives, stay controls, and overbooking strategies in line with revenue direction.
• Maintain accuracy in rate loading, inventory adjustments, and restrictions across all reservation channels.
• Ensure clean data integrity to support forecasting, reporting, and analytical accuracy.

Team Leadership & Development

• Hire, lead, train, and mentor a reservations team capable of delivering polished, anticipatory, and thoughtful service.
• Conduct performance reviews, coaching sessions, and quality audits to ensure adherence to Mandarin Oriental standards.
• Lead regular departmental briefings to communicate updates on demand, events, and commercial priorities.
• Encourage a culture of excellence, teamwork, and continuous improvement.

Systems, Administration & Compliance

• Ensure compliance with Mandarin Oriental’s standards for guest confidentiality, data protection, and operational accuracy.
• Monitor all reservation systems to ensure data cleanliness, functionality, and alignment with brand protocols.
• Work with Finance, IT, and Rooms Division to ensure systems functionality and address any discrepancies.

What We’re Looking For

Specific Job Qualifications, Knowledge & Abilities

The ideal candidate will possess:

• Minimum 5 years of experience in hotel reservations or front office, including 2+ years in a supervisory or managerial capacity.
• Luxury hospitality experience and/or pre‑opening exposure preferred.
• Strong understanding of inventory management, distribution systems, and reservation processes.
• Proficiency with PMS, CRS, RMS, Opera, and reservations-related systems.
• Excellent communication skills in English—both written and verbal—with a refined, professional demeanor.
• Exceptional organizational skills, accuracy, and attention to detail.
• Proven leadership ability with a commitment to developing and motivating teams.
• Strong analytical, problem‑solving skills, and commercial awareness.
• Ability to remain calm, composed, and solutions‑oriented under pressure.
• A polished, confident, and brand-appropriate presence representing Mandarin Oriental values.

Why Join Mandarin Oriental, Makati?

• Be part of a prestigious luxury hotel pre‑opening
• Play a key role in shaping the culture and colleague experience from day one
• Work with a globally respected brand known for excellence and people‑first values
• Enjoy long‑term career growth opportunities within Mandarin Oriental Hotel Group

Are you a master of craft who thrives in a team that succeeds together?
We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.