Luxury Hotel Reservations Specialist Madrid

Minor Hotels; Madrid; On-site; EUR 26,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Employee discounts on hotel stays

Training plan and e-learning platform

Mobility within Minor Hotels network

Job summary

Minor Hotels in Madrid is seeking a Luxury Hotel Reservations Agent to be one of the first guest contacts, handling reservations by phone and email, listening and understanding guests’ preferences, and advising on room categories, services and options to deliver a warm, elegant, and highly personalized experience.

You will identify upselling opportunities, coordinate with hotels and internal teams, handle special requests with attention to detail, and maintain excellence in service even under

Responsibilities

• Managing reservation requests through phone and email channels, ensuring high quality and personalized service.
• Actively listening to guests to understand their preferences and expectations.
• Advising guests on hotels, room categories, services, and options to identify the best solution.
• Anticipating guest requirements and personalizing the experience whenever possible.
• Identifying upselling and cross-selling opportunities that enhance the guest experience.
• Handling special requests with exceptional attention to detail and following through for a seamless experience.
• Collaborating with hotels and internal teams to provide efficient, tailored solutions.
• Maintaining excellence in service even in challenging situations, seeking the best outcome for the guest.

Job description

Date: Oct 19, 2026

Luxury Hotel Reservations Specialist Madrid

Location: Madrid, ES Spain

Department: Other

Minor Hotels is a global hospitality group operating over 560 hotels, resorts and residences in 56 countries in Asia-Pacific, the Middle East, Africa, the Indian Ocean, Europe and the Americas.

As a hotel owner, operator and investor, Minor Hotels fulfils the needs and desires of today’s global travellers through its diverse portfolio of 12 hotel brands – Anantara, Minor Reserve, Avani, Colbert Collection, Elewana, The Wolseley, NH, NH Collection, iStay, nhow, Oaks and Tivoli.

As part of Minor Hotels, the region of Minor Hotels Europe & Americas is responsible for more than 350 properties in 30 countries and plans to grow across all segments, with a focus on its upper-upscale and luxury brands.

Are you passionate about creating exceptional guest experiences?

We are looking to welcome a Luxury Hotel Reservations Agent to our team, someone who understands that a reservation is much more than simply confirming a room.

We are seeking a service-oriented professional with a genuine passion for hospitality, someone who can listen, understand, and anticipate each guest’s needs while delivering a warm, elegant, and highly personalized experience.

In our service model, quality lies in the details. Every interaction is an opportunity to better understand the guest, provide expert guidance, and create an experience that exceeds expectations from the very first contact.

What will be your mission?

As one of the first points of contact between our guests and our hotels, you will play a key role in shaping their experience.

Your day-to-day responsibilities will include:

• Managing reservation requests through both phone and email channels, ensuring the highest standards of quality and personalized service.
• Actively listening to guests to understand not only what they are requesting, but also their individual preferences and expectations.
• Advising guests on hotels, room categories, services, and available options, always identifying the most suitable solution for their needs.
• Anticipating guest requirements and personalizing the experience whenever possible.
• Identifying upselling and cross-selling opportunities that genuinely enhance the guest experience.
• Handling special requests with exceptional attention to detail and following through to ensure a seamless experience.
• Collaborating with hotels and internal teams to provide efficient, consistent, and tailored solutions.
• Maintaining excellence in service even in challenging situations, always seeking the best possible outcome for the guest.

What are we looking for?

Beyond experience, we are looking for a particular mindset and approach to guest service.

We are seeking someone who:

• Has a strong customer-centric approach and a genuine passion for service excellence.
• Enjoys delivering highly personalized experiences and paying attention to the smallest details.
• Possesses outstanding communication, active listening, and interpersonal skills.
• Demonstrates commercial awareness and the ability to recommend and sell services without compromising the guest experience.
• Is proactive, organized, solution-oriented, and committed to maintaining high-quality standards.
• Takes initiative and goes beyond simply responding to the guest’s initial request.
• Feels comfortable working in an international and demanding environment.
• Values the quality of every interaction as much as the final outcome.

Previous experience in luxury or premium hospitality, reservations, guest relations, concierge services, personalized customer care, or customer experience roles will be highly valued, as will knowledge of the hospitality industry.

We are not simply looking for someone who knows how to make a reservation. We are looking for someone who, when a guest says, “I’d like to enjoy a special weekend,” does not immediately ask for the dates, but instead asks questions, listens carefully, understands what “special” means to that particular guest, and transforms that insight into a truly personalized recommendation.

Because in luxury hospitality, the difference is not only in the product itself.

It is in how we make guests feel throughout every stage of their journey.

We offer:

• Integration in a dynamic team, focused on a service of excellence
• Remuneration compatible with the role
• Continuous Training Plan to enhance career development
• Access to the e-learning training platform
• Possibility of functional, national and/or international mobility
• Incentives and Benefits Plan
• 40 or 35 hours per week
• Special rates for employees, family and friends in the several services of the Minor, National and International Group. Accommodation . F&B, among others;
• Credits awarded based on years of service to convert stays or meals at Minor, National and International Group hotels, resorts and restaurants

Health and wellness:

• Health insurance

This could be your opportunity to start a professional career in one of the largest international groups in the hotel sector.

We count on you!

Minor Hotels Europe & Americas is committed to fostering an inclusive workplace where all team members are valued and supported equitably. We promote equal opportunities and embrace diversity in all its forms. We warmly welcome everyone.

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