Reservations Supervisor – Luxury Hotel

About the role

Mandarin Oriental’s Emirates Palace in Abu Dhabi is seeking a Reservations Supervisor to lead its Reservations team. The role ensures efficient department operations, maximising occupancy, rates and revenue while delivering the brand’s legendary service.

Key responsibilities

• Manage room inventory to optimise occupancy, average rate and revenue.
• Review daily reservations for accuracy, rate compliance and system close‑out.
• Prepare team rosters, submit payroll and control no‑show/late‑cancellation charges.
• Train, develop and motivate staff; organise recruitment and on‑the‑job training.
• Supervise Reservations Agents, handle pick‑ups, travel‑agent commissions and guest communications.
• Update Serenata configuration, offers and confirmation letters in corporate design.
• Ensure timely response to corporate/consortia emails (2‑3 hours) and individual/DMC emails (24 hours).
• Handle OTA extranets, VIP and Executive Office bookings, and conduct pre‑arrival briefings.
• Prepare monthly reports, monitor pick‑up trends and maintain reservation standards.
• Manage internal upsell programme, schedule staff according to business levels and recruit suitable candidates.

Required profile

• Minimum two years’ experience in a luxury hotel (resort experience preferred).
• Bachelor’s degree in hospitality management or a related field preferred.
• Strong training techniques, excellent communication and organisational skills.

Required skills

• Proficiency with Opera PMS.
• Experience configuring and using Serenata.
• Handling OTA extranets and online booking platforms.
• Knowledge of LQA quality‑audit processes.
• Ability to run internal upsell programmes and staff scheduling.

What we offer

• Learning & Development programmes tailored to career stages.
• MOstay programme with complimentary nights and discounted rates for you and your loved ones.
• Comprehensive health and wellness benefits.
• Opportunity to work in a world‑class luxury property with a renowned brand.