Luxury Reservations Agent | MOstay Benefits

Mandarin Oriental Hotel Group Limited; Madrid; Presencial; EUR 24.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

MOstay

Health & Wellbeing benefits

Pension & Security

Uniform & laundry

Meals on duty

On-site facilities

Descripción de la vacante

Mandarin Oriental Ritz, Madrid is seeking a proactive ReservationAgent to join our Revenue & Reservations department and support our high-performing Reservations team. You will deliver accurate, consultative reservation services across all channels, prepare tailored quotations, and manage bookings end-to-end to reflect the hotel’s revenue strategy and quality standards.

In this role, you will liaise with multiple internal teams, upsell and cross-sell services, and ensure data accuracy and

Formación

• 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.
• Experience 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.

Responsabilidades

• Handle all telephone and email enquiries promptly, professionally, and in accordance with luxury hospitality and brand service standards.
• Apply LQA and hotel quality standards consistently in all guest communications, ensuring service excellence at every touchpoint.
• Provide tailored quotations and expert advice to customers, matching offers to guest needs and preferences.
• Create, amend, and manage room reservations across all channels with accuracy and attention to detail.
• Issue and manage reservation invoicing prior to guest arrival.
• Review and reconcile reservations received daily from external distribution channels, ensuring completeness, accuracy, and correct market segmentation.
• Assist guests with enquiries, proactively proposing and confirming additional services, experiences, and amenities to enhance their stay.
• Ensure all reservation data is complete, accurate, and processed in accordance with hotel procedures and Revenue Management guidelines.
• Liaise closely with Front Office, Concierge, Housekeeping, Food & Beverage, and Finance teams to ensure seamless communication and an exceptional guest arrival experience.
• Identify opportunities to maximise revenue through upselling and cross-selling of room categories, hotel facilities, dining experiences, and other services.
• Maintain detailed guest profiles and preferences to support personalised service and create memorable pre-arrival experiences.
• Contribute to a culture of teamwork, professionalism, and continuous improvement, supporting colleagues and sharing best practices when required.

Conocimientos

Fluent in Spanish

Fluent in English

Descripción del empleo

Mandarin Oriental Ritz, Madrid is seeking a proactive ReservationAgent to join our Revenue & Reservations department and support our high-performing Reservations team. You will deliver accurate, consultative reservation services across all channels, prepare tailored quotations, and manage bookings end-to-end to reflect the hotel’s revenue strategy and quality standards.

In this role, you will liaise with multiple internal teams, upsell and cross-sell services, and ensure data accuracy and