Reservations Agent

About Mandarin Oriental - Emirates Palace, Abu Dhabi

Mandarin Oriental is a globally acclaimed operator of luxury hotels, resorts, and residences, known for its Asian-inspired exceptional service blended with cutting-edge luxury. Emirates Palace Mandarin Oriental in Abu Dhabi epitomizes Arabian luxury with a private beach, landscaped pools, a marina, and expansive conference facilities. The hotel offers 390 deluxe rooms and suites and award-winning culinary experiences in the heart of Abu Dhabi.

Job Summary

The Reservations Agent — based within the Revenue Department at Emirates Palace Mandarin Oriental — will handle reservation bookings aiming to maximize guest requests and occupancy. Reporting to the Assistant Reservations Manager, the role is pivotal in maintaining booking accuracy and ensuring client satisfaction while upholding internal policies.

Key Responsibilities

• Verify daily reservation accuracy, ensure rate compliance according to segments and sources, and manage system close-out procedures as needed.
• Maintain high levels of client satisfaction by strictly adhering to Emirates Palace Mandarin Oriental’s service standards.
• Follow internal credit policies to safeguard company interests.
• Investigate lost business cases and escalate important information to management.
• Conduct spot checks on recent reservations and monitor VIP arrivals diligently.
• Participate in test calls ensuring LQA/IFH scores exceed 85%.
• Implement the internal up-sell program within the Reservations department.

Candidate Profile and Requirements

• Diploma in Hospitality Management or an equivalent qualification.
• At least one year of experience in a similar role within the luxury hotel industry.
• Strong guest orientation and dedication to service excellence.
• Proven ability to work collaboratively within a team environment.
• Integrity and responsibility in all professional dealings.
• Calmness and composure under pressure with meticulous attention to detail.
• Excellent communication skills in both English and Arabic.

Benefits & Development

• Customized learning and development programs to support continuous career growth.
• MOstay program granting complimentary or discounted stays across Mandarin Oriental locations worldwide.
• Comprehensive health and wellness initiatives supporting work-life balance.
• Various retirement plan options rewarding long-term commitment.