Mandarin Oriental, Doha is looking for a Reservations Services Agent to join our Commercial Strategy 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, Doha is an intimate and stylish urban retreat, blending Qatari-influenced heritage with modern design. Located in the heart of Msheireb Downtown Doha, within walking distance to Souq Waqif, Museum of Islamic Art and a short distance to the business district, West Bay.

Based at Mandarin Oriental, Doha within the Commercial Strategy Department in Doha. As a Reservations Services Agent you will be responsible for the overall guest satisfaction by greeting guests with a warm, sincere voice, recognizing and anticipating individual guest needs while ensuring a complete follow up. Reservations Services Agent will assist our guests and colleagues in emergency by distributing our emails, alerts, and messages in timely manner. You will be responsible to maintain effective communication on all reservations made (including Rooms, Food and Beverage and Spa) to ensure smooth and efficient service delivery. The Reservations Services Agent reports to the Reservations Manager.

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

• Answer hotel’s main telephone number and connect guest and colleagues to the correct telephone extension
• Greet all callers with warm and sincere greeting
• Process and confirm guest reservations made by clients for Rooms, F&B and Spa
• Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers
• Accommodate and document special requests
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Ensure information provided to Guests is accurate and individualized
• Show complete product knowledge, understand rate structure and apply rate management
• Maintain established filing system for all correspondence and collate reports as required by Revenue & Reservations Manager or Assistant Manager

As Reservations Services Agent, we expect from you: 

• Senior School qualification or equivalent
• Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management
• A minimum 2-year experience in a hotel and or administrative position selling in hospitality
• Previous work experience in Reservations or Front Office
• Previous experience working in a 5-star hotel environment
• Good knowledge on computer systems i.e MS Office applications
• Prior experience with PMS system

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.
• 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.
• A competitive salary and benefits packages
• Transportation and Housing provided
• Relocation and Vacation Tickets

We’re Fans. Are you?