Bilingual Luxury Reservations Specialist

Mandarin Oriental Hotel Group Limited; Comunidad de Madrid; On-site; EUR 24,000 - 30,000; Full time

Benefits offered by this job

Learning & development

MOstay

Health & wellbeing

Pension & security

Meals on duty

Uniform & laundry

Job summary

Mandarin Oriental Ritz, Madrid, a iconic 5-star luxury hotel, is seeking a proactive Reservation Agent to join our Revenue & Reservations team. You will deliver consultative, guest-focused reservations across channels, prepare tailored quotations, manage bookings end-to-end, and align with revenue strategies to uphold standards of excellence.

The ideal candidate has at least one year in a hotel Reservations Department, fluent in Spanish and English, and is adept at upselling while maintaining

Qualifications

• Minimum one year experience within a hotel Reservations Department, preferably in a luxury hospitality environment.
• Fluent in both Spanish and English, with excellent verbal and written communication skills.
• Previous experience working with LQA (Leading Quality Assurance) standards is advantageous.
• Work collaboratively with Front Office, Sales, Revenue Management, Guest Experience, and other departments to ensure seamless communication and operational excellence.
• Deliver a personalised and memorable guest experience from the initial enquiry through to arrival, anticipating guest needs and providing exceptional pre-arrival service.
• Handle guest requests and special arrangements with professionalism, efficiency, and genuine care, ensuring the highest levels of guest satisfaction.

Responsibilities

• Handle telephone and email enquiries promptly and professionally.
• Apply LQA and hotel quality standards in guest communications.
• Provide tailored quotations and expert advice to customers.
• Create, amend, and manage room reservations across channels with accuracy.
• Issue and manage reservation invoicing prior to guest arrival.
• Review reservations from external channels for completeness and market accuracy.

Skills

Fluent Spanish

Fluent English

Customer service

LQA knowledge

Job description

Mandarin Oriental Ritz, Madrid, a iconic 5-star luxury hotel, is seeking a proactive Reservation Agent to join our Revenue & Reservations team. You will deliver consultative, guest-focused reservations across channels, prepare tailored quotations, manage bookings end-to-end, and align with revenue strategies to uphold standards of excellence.

The ideal candidate has at least one year in a hotel Reservations Department, fluent in Spanish and English, and is adept at upselling while maintaining