Bilingual Luxury Reservations Agent (Spanish/English)

Mandarin Oriental; Madrid; On-site; EUR 26,000 - 38,000; Full time

Benefits offered by this job

MOstay complimentary stays (3–10 nigts

Health benefits

Pension schemes

Meals on duty

Job summary

Mandarin Oriental Ritz, Madrid is seeking a proactive Reservation Agent to join our Revenue & Reservations team. You will deliver accurate, guest-focused reservation services across channels, preparing tailored quotations and managing bookings end-to-end.

Collaborate with Front Office, Concierge, and Finance to ensure seamless guest experiences. Minimum one year in a hotel Reservations Department and fluency in Spanish and English are required, with strong communication and a client-centric

Qualifications

• Minimum one year experience within a hotel Reservations Department.
• Fluent in both Spanish and English, with excellent verbal and written communication.
• Experience with LQA (Leading Quality Assurance) standards is advantageous.
• Collaborate with Front Office, Sales, Revenue Management, Guest Experience and other departments.

Responsibilities

• Handle all telephone and email enquiries promptly, professionally and in line with luxury service standards.
• Apply LQA and hotel quality standards in all guest communications.
• Provide tailored quotations and expert advice to guests, matching offers to needs.
• Create, amend and manage room reservations across channels with accuracy.
• Issue and manage reservation invoicing prior to guest arrival.
• Review reservations from external channels to ensure completeness and accuracy.
• Assist guests with enquiries and upsell additional services or experiences.
• Ensure all reservation data is complete and processed according to procedures.

Skills

Fluent Spanish

Fluent English

Customer service

Communication skills

Attention to detail

Upselling

Tools

LQA knowledge

Job description

Mandarin Oriental Ritz, Madrid is seeking a proactive Reservation Agent to join our Revenue & Reservations team. You will deliver accurate, guest-focused reservation services across channels, preparing tailored quotations and managing bookings end-to-end.

Collaborate with Front Office, Concierge, and Finance to ensure seamless guest experiences. Minimum one year in a hotel Reservations Department and fluency in Spanish and English are required, with strong communication and a client-centric