Reservations Supervisor

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 275 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.

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