Reservations Services Supervisor

Mandarin Oriental, Doha is looking for a Reservations Services Supervisor to join our Reservations Services 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. **About the job** Responsible for interacting with guests daily, assisting them with their room, spa and restaurant bookings. The Reservations Supervisor must be able to multitask effectively, while maintaining a high level of professionalism. **As Reservations Services Supervisor, you will be responsible for the following duties:** * Answer hotel’s main telephone, HelloMO, and emails from external and internal stakeholders. Ensure to apply required departmental standards in LQE and Forbes. * All interactions are to be warm and sincere, taking ownership of the requests received, by personally addressing the matter. * Answer questions about property facilities and services. Should the guest require more specific assistance, direct the call to the respective department or guest when applicable. * Attend to all inquiries, complaints and requests received. Ensure all interactions are handled in the time frame set by the company. * Ensure company standards for interactions with stakeholders are adhered to. Send proposals, pro forma invoices, and confirmations to third parties, e.g., Travel Agencies following the same company standards. * Follow sales techniques to maximize revenue. Process and confirm guest reservations made by clients for Rooms, F\&B and Spa. Input all reservations into the respective systems, recording all relevant information. * For room requests, verify availability of room type and rate. Explain guarantee, specific rate, and cancellation policies. Ensure special requests and guest preferences are documented within the reservation. * Maintain complete knowledge of: * All hotel features, services, and hours of operations. * All hotel outlets concepts, dress code and ambiance. * All hotel room types, number, names, amenities, and locations. * All spa treatments. * Awareness of group bookings, and events happening in the hotel at any given point. * Have knowledge of ongoing promotions to upsell rooms, outlets and spa treatments to increase guest revenue within the hotel. * Monitor telephones system problems and alert relevant departments to correct said problems in an expedited manner to prevent guest dissatisfaction. * Communicate with ERT as necessary in the event of an emergency. * Ensure all requests are handled in the time frame set by the company * Ensure that audited results meet the standards required in LQA, LQE and Forbes. **As Reservations Services Supervisor, we expect from you:** * Ensure an excellent working relationship with all colleagues within the hotel. * Leads by example in fostering positive colleague relations and demonstrating values. * Effectively communicates with other departments. * Utilizes all available on the job training tools for colleagues. * Engaging, enthusiastic, passionate, Organised * Minimum of 1 year of experience working in Reservations Supervisor at 5\-star hotel environment * Previous experience working in the Middle East Region is an advantage * Handle guest complaints accordingly and escalate disputes raised to relevant managers. **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