Reservations Officer

About the role

Mandarin Oriental, Singapore, part of the Mandarin Oriental group, is looking for a Reservations Officer to join its Reservations team. The officer plays a key role in selling rooms by telephone or correspondence, making sure information given to guests is accurate and that data entered into systems is error-free. The position reports to the Reservations Manager.

Key responsibilities

• Handle incoming reservation requests by phone, email and online booking systems, and enter reservation details accurately into the property management system (PMS) or reservation software.
• Confirm reservations and send booking confirmations to guests promptly, and update reservations including modifications and cancellations.
• Tell guests about room availability, rates, hotel services and promotions, give personalised recommendations and handle special requests.
• Capture accurate billing information at booking, process deposits, prepayments and final payments in line with hotel policy, and monitor room availability to avoid overbooking.
• Work with the Front Office and Revenue Management teams to maximise occupancy and profitability.
• Keep accurate records of reservations and cancellations and prepare daily reports on reservations and occupancy for management.
• Respond to guest inquiries, concerns and complaints professionally and work with housekeeping, maintenance, sales and marketing teams.

Required profile

• At least 1 year of experience in the luxury hotel industry (any department).
• Fluent English, written and spoken.
• Excellent telephone etiquette.

Required skills

• Good computer skills.
• Reservation management and data entry into PMS or reservation software.

What we offer

• Learning and development programmes tailored to different career stages.
• The MOstay programme, offering complimentary nights and attractive rates for colleagues and their loved ones.
• A range of health benefits and wellness programmes.