• Support the company’s philosophy and company culture through the use of Values, Pillars of Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement.
• To ensure that Mandarin Oriental, Macau’s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.
• Supervise and support the day-to-day operations of the Reservations Department.
• Be accountable for the proper handling of telephone reservations, correspondence pertaining to both F.I.T. and group reservations.
• Ensure communications among other departments, notably Finance, Sales, Concierge, Housekeeping, Front Desk and other departments concerned, is maintained with information which pertains to them.
• Co-ordinate with concerned departments on guests’ special requests.
• Daily pre-arrivals check and follow up on any requests and amenities correctly.
• Ensure input data accuracy in HMS.
• Ensure all the filing is up to date.
• Coordinate any equipment/system problems to be fixed.
• Communicate work procedures and company policies to the Reservations Team.
• Ensure the Reservations Team has full knowledge of all rates, including negotiated, promotional and packages.
• Ensure that LQA and Forbes calls are carried out by the Reservations Team in a professional manner and meet the company’s target, in accordance with LQA and Forbes standards.
• Issue instructions and assign duties to Reservations Sales Agents.
• Assist the team in resolving problems and completing work.
• Conduct daily team briefing and update briefing log.
• Manage daily, weekly and monthly attendance records.
• Manage reservations templates and maintain up-to-date files on share drive.
• Identify the individual potential of Reservations team members for development.
• Be responsible for the training and coaching of all colleagues on a daily basis.
• Identify / review reservation tasks process from time to time to enhance work effectiveness and efficiency.
• Resolves complaints and answer questions of guests regarding services, facilities and other requests.
• To carry out annual appraisals and regular feedback on development on all colleagues using the Mandarin Oriental Hotel Group Performance and Development System.

• Assist in room availability control and management.
• Assist in HMS and SynXis rate loading or any update.
• Assist to update Rate and Availability in all channels.
• Assist in preparing the reports assigned.
• Attend and participate in sales and business development training as required.
• To take part in monthly departmental meeting to communicate monthly results, business forecast, training opportunities, product development and hotel news.
• To attend a 1-2-1 with the Director of Revenue Management on a regular basis to discuss but not limited to: the team, future business on the books and outlook, training needs, challenges and successes, upselling and, new ideas to generate revenue and improve efficiency.
• Proactively manage inventory for the hotel to maximize revenue derived from the room inventory.
• Proactively provide data to the team with guidance from the Director of Revenue Management for the purpose of analyzing and evaluating specific business segments, specific accounts, market segment mix (Group vs. Transient and its sub-segments), room type demand, channel production and geographical mix, recognizing trends and patterns.
• Effectively use systems (HMS, IDeaS and Delphi) to determine, implement, manage and control accurate and agreed upon revenue management strategies, i.e. pricing, inventory and selling strategies.
• Perform any other reasonable duties as required by the department head.

Expected Contributions

• Demonstrate good Leadership skills by applying broad operational knowledge and balancing short- and long-term perspective while leading the team to achieve them.
• Demonstrate commitment to the Mandarin Oriental Values.
• Holds self and others accountable for achieving results.
• Addresses conflict in a timely manner.
• Contributes to team results.
• Deals with change effectively.

• Makes decisions and commits to a course of action with available information.
• Acts as a mentor for other members in the department.
• Builds relationships and eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.
• Effectively manages and develops relationships with key internal and external stakeholders.
• Treats people fairly, with dignity and respect.
• Works to meet goals in a manner that does not disadvantage other employees or groups.
• Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
• Listens and responds to others.
• Is interested in other’s views even if they counter their own views.
• Manages Work Execution well and proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results.
• Adheres to all standards, policies, and procedures (SOPs, etc.).
• Approaches work with a sense of urgency and purpose and encourages other managers in this area.
• Overcomes obstacles to accomplish challenging objectives.
• Follows through on their own inquiries, requests, and complaints and often assists the Director to field these situations for the department.
• Proactively identifies and develops talent within the organization.
• Discusses problems immediately with others before they are forgotten or get out of control.
• Explains own rationale and thought processes to help employees improve their skills.
• Assists in the hiring, development, retention and supervision of property Reservations Staff.
• Sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success.
• Supports a departmental induction program for associates to receive the appropriate new hire training to successful.
• Uses all available on the job training tools for associates. Supervises on-going training initiatives and conducts training when appropriate.
• Communicates performance expectations in accordance with job descriptions for each position.
• Participates in the associate performance appraisal process, providing feedback as needed.
• Establishes and maintains open, collaborative relationships with leaders and ensures they do the same within the team.

• Actively pursues learning and self-development to enhance personal, professional and business growth; shares learning; demonstrates depth of knowledge in technical or specialized areas.
• Acts independently to improve and increase skills and knowledge.
• Consistently shares learning’s, innovations, and best practices with others.
• Is willing to learn from others.
• Performs all technical/procedural requirements of the job and assists others to do the same.

Health and Safety

• To be aware of, and comply with, safe working practices as established under the Health and Safety at Work Act 1974 and Company H & S Manual, as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
• To be aware of, and comply with Food Acts.
• To wear any appropriate protective clothing provided by or recommended by the Hotel.
• To report any defects in the building, plant or equipment according to the Hotel procedures.
• To ensure any accidents to colleagues, guests or visitors are reported in accordance with hotel procedures.
• To attend statutory fire training and to be fully conversant with and abide by all rules concerning fire, health & safety.
• To attend any training deemed appropriate by your Head of Department.
• To elect a departmental health & safety representative.
• To ensure H&S representatives attend all meetings
• To undertake responsibility for supervising, training and instructing colleagues in terms of H&S.

Success Profile for this role (hotel competencies)

Purpose

Customer Focus 

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.

Managing Vision & Purpose 

Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision and can inspire and motivate the team. Makes the MOHG mission and vision sharable by everyone and embodies our Guiding Principles.

Process

Drive for Results 

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Functional & Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Time Management

Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.

Process Management

Good at figuring out the processes necessary to get things done; knows how to organise people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources and uses time efficiently.

People

Developing Others 

Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; encourages people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental and talent management system in the organisation; is a people builder.

Interpersonal Savvy

Relates well to all kinds of people, up, down, and sideways, inside and outside the organisation; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Motivating Others 

Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.

Directing Others

Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organised manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Fairness to Direct Reports

Treats direct reports equitably; acts fairly; has candid discussions; doesn't have hidden agenda; doesn't give preferential treatment. Provides timely and appropriate feedback.

Building Effective Teams

Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Personal

Ethics & Values

Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.

Integrity & Humility 

Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws. Can get things done quietly without unnecessary noise; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximises the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.

Self Development 

Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits. Picks up on the need to change personal, interpersonal, and managerial behaviour and seeks feedback.

Composure

Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Information Security

• Identify and regularly review the classification levels of all your information with your department.
• Ensure that the information and information security equipment assets under your control are secured as effectively as practically possible to ensure the confidentiality, integrity and availability of the information assets.
• Authorize user access to information under your control and remove access when it is no longer required.
• Communicate access control requirements to Information Security management and the information users.

• Monitor Information Policy compliance within your scope of authority.
• Detect and report Information Security incidents to the Information Security Officer and respond to any incidents that are reported.
• Safeguard the security of the company's information and computing assets and comply with the implemented Information Security Policy and all practices and supporting procedures designed in accordance with the policy.
• Ensure accountability for your actions and recognize that any unauthorized deviation from the information security policy may result in disciplinary action including termination of employment and prosecution under the applicable Macau law.