Front Office Agent

Mandarin Oriental; Barcelona; Presencial; EUR 22.000 - 30.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

MOstay benefits

Health & Wellness programmes

Complimentary stays

Descripción de la vacante

Mandarin Oriental Barcelona is seeking a Front Office Agent to join the Front Office team. You will welcome guests, handle check-in/check-out, manage reservations, answer inquiries, process payments, and coordinate with departments to ensure a seamless luxury guest experience.

Ideal candidates have customer service experience, a high school diploma (hospitality studies valued), and excellent English; Spanish is highly desirable. Flexible shifts include evenings, weekends, and holidays.

Formación

• Previous experience in a customer service role, preferably within a luxury hotel or front office environment.
• High school diploma or equivalent; studies in Hospitality Management or related field valued.
• Excellent verbal and written English; Spanish desirable; additional languages advantageous.

Responsabilidades

• Welcome guests and assist with check-in and check-out.
• Manage reservations: create, confirm, modify bookings.
• Answer calls, handle inquiries, provide information on services and attractions.
• Resolve guest concerns, escalate to management when needed.
• Process payments and handle billing transactions.
• Maintain a clean, organized front desk space.
• Coordinate with Housekeeping, Concierge, Guest Relations, Engineering and others to ensure a seamless experience.
• Support data entry and guest profile updates.

Conocimientos

Customer service

Teamwork

Multitasking

Attention to detail

Communication skills

Problem-solving

Professionalism

Educación

High school diploma

Hospitality studies

Herramientas

Reservation software

Billing software

Descripción del empleo

Mandarin Oriental, Barcelona is looking for a Front Office Agent to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world. Mandarin Oriental, Barcelona is an exclusive 5-star hotel located on Barcelona's Paseo de Gracia, offering legendary service and exceptional experiences to our guests.

About The Job

Based at Mandarin Oriental, Barcelona within the Front Office Department, the Front Office Agent is responsible for delivering exceptional guest service throughout the guest journey, ensuring smooth arrival and departure experiences while maintaining the highest standards of luxury hospitality. The Front Office Agent reports to the Front Office Manager / Assistant Front Office Manager.

As a Front Office Agent, you will be responsible for the following duties:

• Welcome guests warmly and professionally upon arrival and assist with check-in and check-out procedures.
• Manage reservations, including making, confirming, and modifying bookings.
• Answer telephone calls, handle guest inquiries, and provide information about hotel services and local attractions.
• Respond to guest requests and resolve concerns efficiently, escalating issues to management when necessary.
• Process payments, maintain accurate billing records, and handle cash and credit card transactions.
• Maintain a clean, organized, and professional front desk environment at all times.
• Coordinate with Housekeeping, Concierge, Guest Relations, Engineering, and other departments to ensure a seamless guest experience.
• Support administrative tasks including data entry, guest profile updates, and record keeping.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Anticipate guest needs and create memorable experiences that reflect the Mandarin Oriental philosophy of service excellence.

As a Front Office Agent, We Expect From You

• Previous experience in a customer service role, preferably within a luxury hotel or front office environment.
• High school diploma or equivalent; studies in Hospitality Management or a related field are highly valued.
• Excellent verbal and written communication skills in English; Spanish is highly desirable. Additional languages are an advantage.
• Strong interpersonal and problem-solving abilities.
• Excellent hotel product knowledge and guest service orientation.
• Highly responsible, professional, and reliable.
• Ability to multitask and work effectively under pressure in a fast-paced environment.
• Strong attention to detail and accuracy in handling reservations, billing, and guest information.
• Flexibility to work rotating shifts, including evenings, nights, weekends, and public holidays.
• Ability to work cohesively as part of a multicultural team.
• Ability to focus attention on guest needs while remaining calm, courteous, and professional at all times.
• A positive attitude and passion for delivering exceptional guest experiences.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow continuously.
• MOstay. Enjoy complimentary stays and attractive rates at Mandarin Oriental properties around the world.
• Health & Colleague Wellness. Your wellbeing matters to us, and we offer a variety of health and wellness programmes globally.

Benefits

• We have a Canteen with a different menu every week, so you can enjoy meals during your shift.
• Access to our online learning platform with a wide variety of courses.
• Cleaned and ironed uniforms provided by our Laundry team.
• A young, fun, and multicultural working environment.
• Complimentary stays and special staff rates.
• Complimentary tea and coffee in our colleague areas.
• Be part of a company with worldwide recognition.
• Join a team with a passion for luxury hospitality.
• Electric kick scooter and bike parking facilities.
• Staff parties and team-building events throughout the year.
• Career growth and international mobility opportunities within the Group.
• Complimentary weekly physiotherapy sessions.
• Enjoy your birthday off to celebrate with your loved ones.

Mandarin Oriental is a company that promotes equal opportunities in employment. We highly appreciate the uniqueness of each individual and are committed to ensuring equal opportunities for all while creating an inclusive and respectful work environment.

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