Reservations Services Supervisor

About the role

The Reservations Services Supervisor will lead the front‑line team responsible for handling guest inquiries, bookings and reservations for rooms, spa and restaurant outlets at Mandarin Oriental Doha. You will ensure every interaction reflects the brand’s high standards of hospitality, professionalism and warmth.

Key responsibilities

• Answer the hotel’s main telephone line, HelloMO, and email inquiries from guests, travel agencies and internal departments.
• Provide accurate information on property facilities, rates, availability, guarantee, cancellation policies and special requests.
• Process and confirm reservations for rooms, food & beverage and spa treatments, entering all details into the reservation system.
• Generate and send proposals, pro‑forma invoices and confirmations to third‑party partners following company standards.
• Handle guest complaints and requests promptly, ensuring resolution within the defined time‑frames.
• Apply sales techniques to upsell rooms, outlets and spa services, contributing to revenue growth.
• Maintain up‑to‑date knowledge of hotel features, outlet concepts, room types, spa treatments and ongoing promotions.

Required profile

• Strong communication skills with a warm, sincere approach to guest interactions.
• Ability to multitask efficiently in a fast‑paced environment.
• Attention to detail and commitment to adhering to brand standards and service quality.
• Experience in hospitality reservations or a similar guest‑facing role is preferred.

Required skills