Classification:

Full Time-Hourly (Non-Exempt)

Hours/Travel:

All days / shifts (AM / PM)

Department:

Reservations

Reports to:

Director of Revenue Strategy

Summary:

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. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.

This position is located at the Mandarin Oriental Boston. Holding both the AAA Five Diamond and the Forbes Five-Star awards, Mandarin Oriental, Boston enjoys a coveted location in beautiful Back Bay. With a sophisticated yet relaxed atmosphere, the hotel offers the perfect blend of luxury and style.

Overview:

The Reservations Agent is responsible for selling the hotel and providing information to prospective guests, to capture sales from the incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction.

The Reservations Agent will report to the Director of Revenue Management.

Essential Functions:

General Skills: Must be able to perform job functions with attention to detail, speed, and accuracy. Candidate must be able to Prioritize, organize and follow-up. Candidate must be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Systems Knowledge: Proficient with Windows Office, Excel, Outlook, Powerpoint and Microsoft teams.  Ability to trouble shoot reservations and systems issues.

Language: Required to speak, read, and write English, with fluency in other languages preferred.

Physical Requirements: Must be able to exert physical effort in transporting a minimum of 15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods.

Schedule: Flexible availability is required for this position to include days, evenings, weekends, and holidays.

Customer and Personal Service

The Reservations Agent serves as the voice of the hotel when guests first call or visit the property to inquire about booking. This role requires the Agent to take guest reservations in a professional and courteous manner. This individual must ensure adherence to proper revenue policies & procedures in accordance with all Mandarin Oriental Hotel Group Standards.

Each of the items listed is considered an essential function of the position.  However, the duties, responsibilities and requirements presented in this job description are intended to be broad-based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.  The Company reserves the right to alter the duties and responsibilities of the position. 

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should make direct requests for accommodation to the Director of Human Resources.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.  Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Equal Employer Opportunity statement:

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, or genetics.  In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.  Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.