Mandarin Oriental Punta Negra, Mallorca is looking for a Reservations Supervisor 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 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.
Set against the stunning backdrop of Puerto Portals, Mandarin Oriental Punta Negra pulses with the vibrant spirit of Mallorca. Here, subtle and emotional luxury seamlessly blend with the island's natural beauty and energy, offering a place where inspiration flows effortlessly. Celebrate the essence of Mallorca through bespoke experiences, dynamic culinary journeys, and rejuvenating wellness - each designed to immerse you in the island's vibrant atmosphere and extraordinary offerings.
About the job
Based at Mandarin Oriental Punta Negra, Mallorca, the Reservations Supervisor will be responsible for the smooth running of the Reservations department assisting the Reservations Manager while making sure each booking and request is entered into the system following Mandarin Oriental data and quality standards.
As Reservations Supervisor, you will be responsible for the following duties:
* To answer incoming telephone enquiries in a timely and professional manner in accordance with LQE standards.
* To ensure all VIP and special requests are handled efficiently and accurately.
* To have full knowledge of all rates, (rack, negotiated and promotional etc.), room types, overall hotel product and hotel's primary competition.
* To be responsible for maintaining and improving reservations operations to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and satisfaction of guests and team members.
* To ensure that audited results meet the standards required in LQE and Forbes.
* To supervise on a daily basis with the reservation team the tracking of the no-show and cancellation reservations as well as daily arrivals for all guest requests to be carried out and communicated.
* To check daily arrivals to ensure all necessary billing instructions are applied to reservations.
* To ensure team members are developed effectively and generate a culture of high-quality standards for relationship building, customer service, selling techniques, billing and processing contracts and motivating the team to increase productivity and monitoring their performance.
* To monitor same day selling procedures to maximize room revenue and control property occupancy
* To ensure all requests are handled by the team in a time frame set by the company
* To ensure colleagues have current knowledge for all relevant processes, policies and promotions, as necessary, to perform their duties
* To support customer loyalty and property brand standards by delivering service excellence throughout each customer experience
* To build strong relationships with customers, guests and colleagues in order to gain a full understanding of their needs and work to serve them effectively
* To handle guest complaints and disputes
* To develop, implement and maintain a departmental orientation program for colleagues to receive the appropriate new hire training to successfully perform their job
* To carry out any other duties that may be reasonably requested by the Department Head.
As Reservations Supervisor, we expect from you:
Experience and education
* Degree or Diploma in Hospitality Management or relevant education.
* Minimum 2 years working experience in the luxury hotel industry within reservations department; international experience preferred.
Technical Skills
* Solid administrative and organizational skills with excellent attention to detail.
* Confident handling of multiple tasks and the ability to remain composed under pressure.
* Demonstrates initiative and a willingness to take ownership of responsibilities.
* Flexible, positive, and a strong team player.
* Fluent in both Spanish and English, written and spoken.
* Excellent telephone etiquette and professional communication skills.
* Strong interpersonal skills with a genuine guest-centric approach.
* Results-oriented mindset with a focus on delivering excellence.
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.
* Health & 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.
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