Reservations Services Manager

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 Canouan is a remote island hideaway on Canouan Island in St. Vincent and the Grenadines, fast becoming one of the most sought-after luxury destinations in the world. Oriental, Canouan redefines the idyllic tropical island getaway.

About the job

Based at the Mandarin Oriental Canouan within the Commercial team, the Reservations Manager is responsible for leading and overseeing the daily operations of the Reservations Department, ensuring exceptional service standards, accurate reservation management, and optimal revenue performance. The role provides leadership, guidance, and development to the reservations team, while collaborating with Sales & Marketing, Rooms Division, Spa & Wellness, Food & Beverage, and other hotel departments to maximise occupancy, enhance guest satisfaction, and drive profitability.

The Reservations Manager ensures the integrity of reservation systems and data, supports forecasting and revenue optimisation initiatives, monitors market and business trends, and contributes to the hotel's commercial objectives.

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

• Provide a warm, genuine experience for all callers.
• Communicate information and guest requests accurately to all relevant departments.
• Handle all guest complaints and comments related to the department with tact and professionalism.
• Ensure all Policies and Procedures are understood and adhered to by all agents.

As Reservations Manager, we expect from you:

• Operate the Reservations Services department properly, efficiently, and profitably.
• Supervise and assist the Reservations Services team with their duties.
• Perform aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, etc., for the entire team.
• Ensures all requests are handled in the time frame set by the company.
• Double-check the daily arrival, cancellation, no-show, and VIP reports for accuracy.
• Checks new accounts and new rates, and checks the accuracy of all contracted rates inputted.
• Ensures an excellent working relationship with all colleagues within the hotel.
• Leads by example in fostering positive colleague relations and demonstrating values.
• Supports customer loyalty and the property’s brand standards by delivering service excellence throughout each customer experience.
• Trains the agents in upselling, cross-selling, and ongoing skill set knowledge.
• Maintain the System; ensure all bookings, rates, and market codes are up to date; and ensure all key accounts are in profile track and accurate.

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 well-being 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.

Benefits:

• A competitive salary.
• Career development.
• Health insurance.

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