Substitute Reservations Agent

Mandarin Oriental New York is looking for a Substitute Reservations Agent to join our Reservations 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 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, with a strong development pipeline. Increasingly recognized 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.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the Reservations Department in New York the Substitute Reservations Agent is responsible for keeping the guest’s perspective in mind at all times and carry out the mission of the Rooms Department. The Substitute Reservations Agent will provide a personal consultation and will assist all guests with selecting most ideal possible room choice.

The Substitute Reservations Agent reports to the Reservations Manager.

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

• Handle guest room and Spa reservations via phone, email, and other communication platforms.
• Update guest information as necessary, including history, preferences, billing information
• Have a thorough knowledge of all hotel room types, packages, promotions, and facilities, including Spa, Restaurants, and other local offerings.
• Use guest history to accurately sell appropriate room types to guests and provide personalized service based on guest history and preference.
• Quote accurate rates and “up-sell” in order to meet guest needs
• Manage daily administrative tasks related to arrivals, billing, profile accuracy, and reservation clean-up in a timely and organized manner.
• Collaborate with other departments to ensure special requests and needs are met.
• Effectively communicate and promote loyalty and other Mandarin Oriental programs to enhance guest loyalty and engagement.
• Maintain awareness and understanding of Forbes 5-Star standards and LQE criteria, consistently delivering service in line with these expectations.

NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

As Substitute Reservations Agent, we expect from you:

• 2 years Hotel Reservations experience
• Able to communicate written and spoken English
• Excellent overall communication and telephone skills
• Able to multi-task
• The ability to work well in a team environment
• Experience with Microsoft Word and Excel
• Experience answering emails
• Excellent typing skills
• Strong Customer service skills

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Pay and Benefits:

•  Pay $31.00-$41.34 hourly- commensurate with experience and the IWA guidelines
• A competitive benefits package

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. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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