Luxury Reservations Agent - Upsell & Guest Experience

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

Benefits offered by this job

MOstay: Complimentary stays

Health & wellbeing

Pension & security

Meals on duty

Uniform & laundry

Team events & community

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, prepare tailored quotations, and manage bookings end-to-end in a luxury setting.

Collaborating with Front Office, Concierge, and Finance, you will ensure data accuracy, maximise revenue through upselling, and maintain detailed guest profiles for personalised pre-arrival experiences.

Qualifications

• Minimum one year experience within a hotel Reservations Department.
• Fluent in Spanish and English, both written and spoken.
• Experience with LQA standards is advantageous.
• Collaborative with Front Office, Sales and Revenue teams.
• Deliver personalised guest experiences from enquiry to arrival.

Responsibilities

• Handle all telephone and email enquiries promptly and professionally.
• Provide tailored quotations and expert advice to guests.
• Create, amend and manage room reservations across all channels.
• Issue and manage reservation invoicing prior to guest arrival.
• Liaise with Front Office, Concierge, Housekeeping, F&B and Finance teams.
• Identify upselling opportunities to maximise revenue.
• Maintain detailed guest profiles for personalised service.

Skills

Spanish language

English language

Customer service

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, prepare tailored quotations, and manage bookings end-to-end in a luxury setting.

Collaborating with Front Office, Concierge, and Finance, you will ensure data accuracy, maximise revenue through upselling, and maintain detailed guest profiles for personalised pre-arrival experiences.