Job Description

Reservations Manager (m/f/d)

Mandarin Oriental, Munich is looking for a Reservations Manager (m/f/d) to ensure a seamles and personalized booking experience.

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.

Mandarin Oriental, Munich is located in a quiet street in the Old Town of Munich, close to many of the city’s most famous sites. Elegantly appointed and beautifully designed, we offer the perfect mix of Oriental style and German charm.

About the job

Based at the Mandarin Oriental, Munich the Reservations Manager is responsible for all resevation operations to ensure exceptional guest service standards.

As Reservations Manager, you will responsible for the following duties:

• Managing, overlooking, and developing the Reservations Team to ensure a constant delivery of excellent guest and customer service
• Close relationship with the Director of Revenue, the Sales team as well as the Front Office Team
• Assure Upsell and goals are achieved in-line with Budget and Forecast
• Motivate and train the Reservation team to the standards of the Mandarin Oriental Hotel Group
• Respond to all reservation inquiries in an engaging manner with the aim of converting each request
• Ensure all necessary paperwork and administration is in place for all taken reservations and information is updated accurately in the property management system
• Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day
• Respond to all telephone call enquiries in an engaging manner whilst also adhering to the hotels call standards with the aim of converting the enquiry into a booking
• Have thorough knowledge of the hotel’s producta and services and use appropriate verbiage in their description
• Ensure that all advance deposits are processed daily
• Assist Director of Revenue Management with daily tasks and reporting
• Strong self-development drive to grow within the company

As Reservations Manager, we expect from you:

• Strong Customer Focus
• Assertive, friendly, and proactive personality
• Well organized, self-motivated, and a good team player
• Strong sense of responsibility and detail-oriented approach
• Ability to work independently with minimal direction
• Fully conversant with all aspects of the PMS System
• Excellent communication skills in German and English; other language skills are advantageous

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.
• 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.
• In addition to fair working conditions, we offer a variety of small benefits that make everyday work more enjoyable – including complimentary beverages as well as small, regular tokens of appreciation and gifts.
• Our passion for hospitality is also reflected in additional benefits, such as special offers and discounts at nearby restaurants and hotels.

We’re Fans. Are you?