Reservations Agent

About the role

The Reservations Agent will be the first point of contact for guests calling the resort, guiding them through the booking process and ensuring every reservation reflects the high standards of One&Only Mandarina. The role blends telephone etiquette, product knowledge, and meticulous record‑keeping to guarantee guest satisfaction from inquiry to arrival.

Key responsibilities

• Answer inbound calls following the company’s telephone etiquette and convert inquiries into confirmed bookings.
• Maintain in‑depth knowledge of rooms, suites, villas, rates, seasons, deposit and cancellation policies.
• Capture new reservations, modify existing ones, and process cancellations across wholesale, group and FIT channels.
• Apply deposits, process credit‑card refunds, and generate daily credit‑card charge reports for the Compliance Department.
• Prepare and send confirmation letters with guest preference plans via email or fax.
• Enter group rooming lists and individual guest preferences into the Opera reservation system.
• Organise daily and monthly reservation files, ensuring all details (flight information, special requests, celebrations, repeat‑guest status, origin city/country, party size, etc.) are accurately recorded.

Required profile

• Bachelor’s degree.
• Advanced proficiency in English.

Required skills

• Proficiency with the Opera reservation system.

What we offer

• Opportunity to work in a luxury resort environment surrounded by natural beauty.
• Professional development within a globally recognized hospitality brand.