The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 34 hotels and six residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group. 

Our Hotel

Set at the heart of the U.S. capital between Maine and Maryland Avenues and 12th and 14th Streets, SW, Mandarin Oriental, Washington DC has redefined luxury in the city. Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and District Wharf.

Overview of Position

The Director of Reservation Sales will provide supervision, training, direction, and leadership to the Reservations Department in accordance with the objectives, performance, and quality standards established by the hotel.

The Director of Reservations Sales reports to the Director of Sales and Marketing and the Director of Revenue Management and oversees the Reservations Department.  The Director of Reservations Sales works closely with the Director of Rooms, as well as with Front Office, Finance, Housekeeping, and Sales and Catering teams.

Essential Functions

People

• Lead by example through the ability to take and close incoming reservations calls following all relevant quality standards.
• Manage the Reservations team through clear duties and responsibilities ensuring that work processes are in a logical order.

• Ensure proper staffing during standard Reservations Department operating hours, track call volume, and minimize lost call volume.
• Establish P&P, SOPs relevant to the department and update them accordingly.
• Ensure that Legendary Quality Experiences (LQE), policies and procedures of the hotel are properly understood and followed by Reservations Sales Agents.
• Perform all aspects of colleague and training functions, including hiring, performance appraisals, counselling, coaching, training, disciplinary actions, etc.
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff.
• Handle all guest complaints and comments relating to the department tactfully, including all quality tools made available e.g., LRA, MOQA, TrustYou, QTI.
• Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively.
• Cooperate and coordinate teamwork with other departments.
• Hold regular departmental meeting and one-on-one meetings with colleagues.
• Attend all required meetings.
• Fill in for Reservations Sales Agents who are unavailable to complete a scheduled shift.
• Assist with annual departmental operating budgets as well as capital expenditure and labor budget.
• Control and analyze departmental costs to ensure performance is within budget.

Revenue

• Prepare, interpret, and distribute daily, weekly, monthly reports on reservations volumes and selling efficiency.
• Review and maximize volumes through all reservations channels, including auditing and updating OTA reservations sites.
• Complete follow through of no-show and late cancellation charges.
• Ensure that IReckonU is updated and acted upon accordingly.
• Work in conjunction with Director of Revenue Management to maximize room revenue and occupancy by effectively controlling rates and availability.
• Support in updating the various distribution channels, (HMS, SynXis, PassKey, etc.) for proper rate and room availability as directed by the Director of Revenue Management

Sales

• Review and update guest pre-arrival correspondence to ensure accuracy of information and alignment with Hotel’s business and marketing plans.
• Develop and implement an effective sales training program for Reservations Sales Agents.
• Administer the Reservations Department’s sales incentive.
• Liaise with Sabre Hospitality Call Centre to ensure seamless reservations experience for our guests and follow through on guest complaints.
• Perform any other reasonable duties as required by the Director of Sales and Marketing or the Director of Revenue Management.

Requirements

• Bachelor’s degree.
• Previous experience in hotel management; 2+ years prior supervisory experience is required.
• 2+ years previous reservations experience.
• Excellent communication skills with fluency in English.
• Ability to communicate clearly and tactfully including under challenging circumstances, e.g., guest recovery.
• Proficiency in Microsoft Excel & Microsoft Office applications.
• Strong mathematical and analytical skills.
• Knowledge of and grasp of hotel distribution systems (GDS, Internet, hotel PMS, etc.).
• Ability to multi-task.
• Training and coaching skills.
• Enthusiastic about training, managing and motivating a team; a proven track record with meeting and exceeding goals & targets.
• Have a professional image and personality exuding confidence and leadership skills.
• Be an ambassador for Mandarin Oriental at all times, in and outside of one's workplace.
• Ability to work flexible hours, including weekends and evenings if necessary.
• Ability to go the extra mile, to provide the extra attention in order to satisfy guests' individual needs and wants.

Working with us means…

We are dedicated to delighting our guests and colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programs, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

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Equal Employer Opportunity statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.