Reservations Agent

Mandarin Oriental Conservatorium is looking for a Reservations Agent to join our Team.

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.

About the job:

The Reservations Agent is responsible for managing individual bookings and daily reservation operations, including handling cancellations, no-shows, and arrival checks. Using HMS, OTA extranets, and Microsoft Office tools, the agent ensures precise reservation management with exceptional attention to detail and adherence to Mandarin Oriental’s high standards of guest service and phone etiquette.

The role requires a strong working knowledge of consortia benefits and their application, along with a high level of accuracy in handling travel agency details and commission structures. The agent must be detail-oriented and capable of working independently while collaborating effectively with team members. Close cooperation with the Finance department is essential to resolve reservation-related issues, including open folios and billing accuracy.

Daily operations are guided by a comprehensive checklist to ensure consistent performance and operational excellence. The Reservations Agent reports directly to the Reservations Manager.

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

• Process individual reservations, modifications, cancellations, no-shows, and arrival checks accurately in the HMS system;
• Ensure arrival checks are completed in line with established standards and procedures;
• Monitor and update availability and booking details on OTA extranets;
• Maintain accurate records of travel agent information and ensure the correct application of commission codes and amounts, with a strong focus on accuracy when handling commissions for OTA and travel agent bookings;
• Demonstrate excellent attention to detail in all reservation entries, ensuring accuracy in guest profiles, booking details, and financial data;
• Maintain a strong working knowledge of rate codes and ensure they are applied correctly in all reservations;
• Communicate professionally and promptly with guests and partners via phone, email, and online platforms, upholding Mandarin Oriental’s phone etiquette standards;
• Apply consortia benefits accurately in reservation handling and guest profiles;
• Collaborate closely with the Finance department to address discrepancies, open folios, and ensure billing accuracy;
• Prepare and maintain daily reports and reservation documentation using Microsoft Outlook, Word, and Excel;
• Complete the daily reservations checklist to ensure all operational tasks are addressed consistently and on time;
• Coordinate with the Front Office and Sales teams to support guest satisfaction and revenue optimization;
• Handle special guest requests attentively and accurately;
• Uphold Mandarin Oriental’s policies, procedures, and service standards;
• Take initiative to support additional tasks as assigned by the Reservations Supervisor and Reservations Manager;
• Demonstrate the ability to work independently and as part of a collaborative team;

Working hours: 

Operate between 08:00 and 20:00 with rotating shift patterns:
Early shift: 08:00–16:00
Late shift: 12:00–20:00

Availability to work weekends from 09:00-17:00 and bank holidays on a rotational basis is required.

As a Reservations Agent, we expect from you:

• Prior experience in hotel reservations or front office operations, preferably in luxury hospitality;
• Experience with HMS, OTA extranets, and Microsoft Office (Outlook, Word, Excel);
• Familiarity with consortia benefits and their application in reservation handling;
• Excellent verbal and written communication skills in English; additional languages are an advantage;
• Strong organizational and multitasking skills with high attention to detail;
• Accurate handling of travel agent information and commission data;
• Professional demeaner and commitment to service excellence;
• Flexible and reliable availability, including weekends and holidays;
• Ability to work independently while contributing effectively within a team environment;

Our commitment to you:

• A salary in scale V of the Dutch Horeca CAO;
• Excellent career progression with an iconic, luxury, global hotel brand. A lot of our colleagues joined us at the beginning of their career and are now leading their own teams and divisions;
• Fantastic learning and development opportunities for all levels of staff, with targeted development programs to get you ready for the next step in your career;
• Discounted stays at our beautiful properties across the Group;
• Multiple additional benefits, such as supplemented staff meals, uniform/laundry service, ticket raffles and a 50% contribution to your pension fund;
• Travel allowance of €0,21 per kilometer for distances of 5 kilometers or more;
• F&B Discount Card – discounts at restaurants at high-end hotels in Amsterdam;
• Discounted collective health insurance and weekly yoga sessions with our personal trainers;

Discover your role within our luxury hotel:
Our teams consist of a diverse group of talented people with a wide range of backgrounds and specialties. This committed team is united by an open work culture that celebrates individuality, emphasises performance and encourages everyone to achieve their full potential. In addition to our commitment to the highest level of service we take pride in a longstanding track record of sustainable practices woven into every layer or our company.

Apply through this website and let us know why you are interested! We look forward to seeing your application. For any questions, reach out to us via +31 (0)20-570 0042. Please ensure eligibility to work in the Netherlands and secure housing in Amsterdam prior to applying. Due to high application volume, we will respond only to candidates meeting these criteria.

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