Reservations Services Agent

About the Role

Mandarin Oriental, Doha is hiring a Reservations Services Agent to join its reservations function. This role focuses on supporting guests with room, spa, and restaurant bookings while maintaining a polished, professional standard in every interaction.

The property is an upscale urban retreat in Msheireb Downtown Doha, close to Souq Waqif, the Museum of Islamic Art, and the West Bay business district. Mandarin Oriental is known for operating award-winning luxury hotels, resorts, and residences in leading destinations worldwide, with a reputation for delivering exceptional service shaped by Asian heritage.

Key Duties

• Manage incoming calls to the hotel main line, HelloMO, and email communication from both internal and external contacts, while following the required departmental standards for LQE and Forbes.
• Respond in a warm, sincere manner and take ownership of guest requests by handling them directly and professionally.
• Prepare and send proposals, pro-forma invoices, and confirmation letters to guests and third parties such as travel agencies.
• Address inquiries, complaints, and service requests promptly, ensuring they are resolved within the company’s expected timeframe.
• Use sales techniques to help drive revenue, and process and confirm reservations for rooms, food and beverage, and spa services across the relevant systems.
• For room reservations, check room type and rate availability, explain guarantee terms, rate conditions, and cancellation rules, and make sure guest preferences and special requests are properly recorded.

Working Style and Expectations

• Build and maintain strong working relationships with colleagues across the hotel.
• Set a positive example through collaborative behavior and respect for team values.
• Communicate effectively with other departments to support smooth service delivery.
• Make use of all available training tools and resources to support team learning and development.
• Bring an engaging, enthusiastic, passionate, and organized approach to the role.
• Handle guest complaints appropriately and escalate disputes to the relevant manager when needed.

Experience Profile

• A minimum of 1 year of experience in a reservations supervisor capacity within a 5-star hotel environment is required.
• Prior work experience in the Middle East region will be considered an advantage.

Benefits and Employment Package

• Access to learning and development programs designed to support career growth at different stages.
• Complimentary stays through the MOstay program, along with preferential rates for colleagues and their loved ones.
• Health and wellness support, including a range of benefits and wellbeing initiatives offered globally.
• Retirement plan options based on role and length of service.
• A competitive salary and benefits package.
• Transportation and housing provided.
• Relocation assistance and vacation tickets.

Additional Information

The role is part of the Reservations Services team at Mandarin Oriental, Doha. The organization emphasizes integrity, respect, responsibility, and a growth mindset, and promotes a culture built around exceptional service.