Reservations Sales Agent

About the job

Based at the Mandarin Oriental Downtown, Dubai within the Reservations department in Dubai, the Reservations Sales Agent is responsible to maintain effective communication on all reservations made to ensure smooth and efficient service delivery. Reservations Sales Agent reports to the Reservations Supervisor.

As a Reservations Sales Agent, you will be responsible for the following duties:

• Manage guest room reservations by confirming details, verifying availability, and explaining rates, guarantees, and cancellation policies.
• Handle guest inquiries, special requests, complaints, and visa arrangements while ensuring timely and accurate communication.
• Maintain up-to-date knowledge of hotel promotions, facilities, and rate structures, ensuring proper application of rate management and reservation standards.
• Support departmental goals by adhering to brand standards (LQE, MOQA, Forbes) and delivering service excellence to enhance customer satisfaction and loyalty.
• Coordinate closely with departments such as Sales, Front Office, and Banqueting; participate in site visits, client entertainment, and joint sales calls.
• Maintain accurate records and systems, ensure booking data is correct, and attend regular departmental meetings and training sessions.

As a Reservations Sales Agent, we expect from you:

• Strong ability to understand guest needs and deliver exceptional service independently.
• Clear and effective communication skills in English.
• Friendly, detail-oriented, and professional with a positive, can-do attitude.
• At least 1 year of experience in hospitality or administrative roles, preferably in Reservations or Front Office.
• Previous experience in 5-star hotels, ideally in the GCC, with knowledge of PMS systems and MS Office.
• Educational background in hospitality or business management; hotel pre-opening experience is an advantage.