Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.

Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

Scope of Position

It is the mission and intent of this position that the incumbent will be responsible for the smooth running of Reservations. To answer the telephone and take a record of all advanced reservations using HMS System, ensuring that all details are clearly and correctly recorded in compliance with Legendary Quality standards and hotel standards. To assist the Revenue & Reservations Manager to maximise occupancy and yield as per the budget.

Responsibilities

• It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
• It is part of your role and your responsibility to fully support all learning and development activities.
• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Muscat has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• To carry out any additional duties requested by management, related to hotel operational activities.

• Carries out the daily operation/task of Reservations.
• Ensure that all reservations are keyed in accordingly and all details are accurate and correct in data entry.
• Sell the rooms via telephone or correspondence and ensure that all information given are correct and appropriate to the guests.
• To have full knowledge of all rates, (BAR rates, negotiated and promotional etc.), room types, overall hotel product and hotel’s primary competition.
• To answer incoming telephone enquiries in a timely and professional manner in accordance with LQE standards.
• To perform the task of downloading external reservation systems (GDS, SynXis & other platforms).
• To check 1- & 3-day VIP arrival lists daily prior to the arrival date, ensuring that relevant information is acquired and fully documented.
• To check correspondence daily before arrival date and ensure all relevant information is acquired and fully documented.
• To ensure all VIP and special requests are handled efficiently and accurately.
• To send confirmations and responses according to MOHG and to ensure a 24-hour enquiry response period to all correspondence.
• To ensure that filing is up to date.
• To follow-up No-Shows
• To check reservations cancellations and credit allowances from the previous day.
• To communicate daily with the Guest Relations and Front Office departments
• To send confirmations in accordance with LQE standards
• To maximize daily occupancy and average rates through effective up selling