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 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.
Mandarin Oriental,
Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle
Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue.
Scheduled to open in 2026, this landmark development will feature 276 elegantly
appointed guestrooms and suites, offering a refined blend of contemporary design
and timeless sophistication. Guests will enjoy an exceptional array
of world-class amenities, including a curated selection of restaurants,
a stylish bar, a serene pool area, and the brand’s signature spa. Designed to
be a sanctuary in the heart of the city, the hotel promises an elevated
experience for both leisure and business travelers seeking comfort, excellence,
and distinction in Manila.
The Role
The
Reservations Supervisor is responsible for supervising daily reservations
activities, ensuring the highest standards of service excellence, accuracy,
and efficiency, while supporting revenue optimization strategies. The role
requires close collaboration with Revenue Management, Sales, Front Office,
and Corporate Reservations to deliver a seamless guest experience in line
with Mandarin Oriental’s brand promise.
Key
Responsibilities
Pre-Opening
Responsibilities
- Support the Reservations Manager in all
pre-opening activities, including system setup, rate loading, policies,
procedures, and SOP development. - Participate in testing
and implementation of reservation systems (PMS, CRS, channel manager,
and distribution platforms). - Assist in recruitment, onboarding,
and training of the reservations team. - Ensure brand standards
and luxury service expectations are embedded in all reservation processes prior
to opening.
Operational
Responsibilities
- Supervise daily reservations operations,
including individual, group, and corporate bookings. - Ensure accurate
handling of reservations, cancellations, amendments, and waitlist
management. - Monitor call quality, response times, and email
correspondence to ensure exceptional guest service. - Act as the first
escalation point for complex or VIP reservations and guest concerns.
- Liaise closely with Front Office and Revenue Management to ensure inventory
alignment and optimal room allocation.
Revenue &
Performance Support
- Support revenue optimization
by ensuring correct rate application, upselling, and cross-selling
opportunities. - Monitor booking trends, pickup, and pace reports,
flagging concerns or opportunities to the Reservations Manager. - Ensure
compliance with rate integrity, contracts, and promotional offers.
- Assist in managing overbooking strategies in coordination with Front Office
and Revenue teams.
People & Quality
Management
- Lead, coach, and motivate the reservations team
to deliver Mandarin Oriental’s legendary service. - Conduct daily
briefings and ongoing training to enhance product knowledge and service
skills. - Monitor team performance and provide feedback to ensure
continuous improvement. - Uphold service recovery processes and guest
satisfaction standards.
Administrative &
Compliance
- Ensure accurate and complete reservation
records and proper documentation. - Maintain compliance with brand
standards, data privacy regulations, and internal controls. - Prepare
operational reports as required by management.
Qualifications & Experience
- Minimum of 3-4
years’ experience in hotel reservations, at least 1 year in a supervisory role,
preferably within a luxury or five-star hotel environment. - Pre-opening
hotel experience is a strong advantage. - Strong understanding
of reservations systems (e.g., Opera PMS, CRS platforms). - Knowledge
of revenue management principles and luxury service standards.
- Excellent communication skills in English; additional languages are
an advantage. - Strong organizational skills with attention to detail
and accuracy. - Ability to work in a fast-paced, pre-opening environment
with flexibility in schedules.
Success
Profile
- Guest-focused with a passion for luxury
hospitality - Strong leadership and team coordination skills
- High level of professionalism and integrity
- Proactive
problem-solver with sound judgment - Alignment with Mandarin Oriental’s
core values: Responsibility for Colleagues, Guests & Community
Why Join Us?
Mandarin Oriental offers
a world-class environment where your expertise, creativity, and leadership
will shape the legacy of our return to Manila. You will be part of a dynamic
preopening team committed to excellence, innovation, and authentic Asian
hospitality.
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.
- MOstay. When you work as hard as our colleagues do, it’s important to take
time off. As a member of the #MOfamily, you can stay with us wherever you go
in the world. The MOstay programme offers complimentary nights and additionally
attractive rates on rooms for you and your loved ones. - 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.
We’re Fans. Are you?
