Luxury Reservations Specialist – Madrid

Mandarin Oriental Hotel Group Limited; Madrid; Presencial; EUR 26.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

MOstay

Health & Wellbeing

Pension & Security

Local Benefits

Engagement & Community

Salary

Descripción de la vacante

Mandarin Oriental Ritz, Madrid is seeking a proactive Reservation Agent to join our Revenue & Reservations department and support our high-performing Reservations team.

As Reservation Agent you will deliver accurate, guest-focused reservation services across all channels, prepare tailored quotations, manage bookings end-to-end, and ensure each reservation reflects the hotel’s revenue strategy and quality standards.

Formación

• Minimum one year experience within a hotel Reservations Department.
• Fluent in both Spanish and English, with excellent verbal and written communication.
• Experience with Leading Quality Assurance (LQA) standards is advantageous.

Responsabilidades

• Handle all telephone and email enquiries promptly, professionally, and in accordance with luxury hospitality standards.
• Apply LQA and hotel quality standards in all guest communications to ensure service excellence.
• Provide tailored quotations and expert advice to guests, matching offers to needs and preferences.
• Create, amend, and manage room reservations across channels with accuracy and attention to detail.
• Issue and manage reservations invoicing prior to guest arrival.
• Review reservations daily from external distribution channels for completeness and accuracy.
• Assist guests with enquiries, proposing additional services and experiences to enhance their stay.
• Ensure reservation data is complete and processed according to procedures and Revenue Management guidelines.
• Liaise with Front Office, Concierge, Housekeeping, F&B, and Finance for seamless guest arrival experiences.
• Identify opportunities to maximise revenue through upselling and cross-selling of rooms and hotel experiences.
• Maintain detailed guest profiles to support personalised pre-arrival service.
• Contribute to teamwork, professionalism, and continuous improvement.

Conocimientos

Spanish language

English language

Descripción del empleo

Mandarin Oriental Ritz, Madrid is seeking a proactive Reservation Agent to join our Revenue & Reservations department and support our high-performing Reservations team.

As Reservation Agent you will deliver accurate, guest-focused reservation services across all channels, prepare tailored quotations, manage bookings end-to-end, and ensure each reservation reflects the hotel’s revenue strategy and quality standards.