Mandarin Oriental Hotel Group is a global leader in luxury hospitality. With a rich Asian heritage and a growing international presence, we deliver world-class service and experiences in some of the most prestigious destinations. Emirates Palace Mandarin Oriental, Abu Dhabi, epitomizes Arabian elegance and luxury on a grand scale, offering 390 luxurious rooms and suites, a private beach, award-winning cuisine, and unparalleled service.

Job Description

We are seeking an experienced Reservations Supervisor to join our dynamic Reservations team at Emirates Palace. Reporting to the Assistant Reservations Manager, you will ensure efficient daily operations, contribute to revenue optimization, and lead a high-performing team to deliver exceptional guest service.

Key Responsibilities

• Oversee daily room inventory and reservations strategy to optimize occupancy and revenue

• Supervise and schedule reservations team, ensuring service standards and productivity targets are met

• Train, develop, and onboard new team members

• Monitor OTA extranets, email volumes, and guest communications

• Handle VIP and Executive Office reservations

• Conduct daily arrival quality checks and participate in pre-arrival briefings

• Ensure compliance with internal credit and cancellation policies

• Analyze reservation patterns and generate monthly reports

• Maintain Serenata and OPERA configuration and update confirmation templates

• Implement upselling programs and monitor team performance metrics

• Handle guest complaints and provide operational support as needed

Requirements

• Minimum 2 years of experience in a luxury hotel reservations role

• Bachelor’s degree in hospitality management or related field preferred

• Strong knowledge of OPERA PMS and Serenata

• Excellent leadership, communication, and organizational skills

• Ability to thrive in a high-pressure, guest-focused environment

• Commitment to Mandarin Oriental’s core values of respect, responsibility, and integrity

Benefits

• Learning & Development: Continuous professional growth through tailored L&D programs

• MOstay Program: Complimentary and discounted stays at Mandarin Oriental properties worldwide

• Health & Wellness: Comprehensive benefits focused on colleague wellbeing

• Recognition: Be part of a globally respected brand known for service excellence and innovation

Join us and become a part of the legendary #MOfamily, crafting unforgettable experiences at one of the world’s most iconic hotels.