Luxury Reservations Specialist - Bilingual Italian/English

Mandarin Oriental Group; Cazzanore; On-site; EUR 28,000 - 34,000; Full time

Job summary

Mandarin Oriental Lago di Como is seeking a Reservations Agent to manage bookings by email and telephone, ensuring MOHG standards are respected at all times. The role requires at least one year in a similar position, exceptional customer service, and strong Italian/English bilingual communication.

You will handle arrivals, payments, and use multiple systems to optimize guest experiences while maintaining a warm, professional demeanor. A third language is a plus and MS Office skills are expected.

Qualifications

• Excellent customer-service, communication, and organization skills.
• Bilingual communication in Italian and English (written and verbal) is required; a third language is a plus.
• Flexible hours including evenings, weekends, and holidays.

Responsibilities

• Handle reservation inquiries and related written and oral communication.
• Navigate multiple web-based systems to manage bookings from various sources.
• Daily control of arrivals, pre-authorizations and payments.
• Work effectively using tools and information appropriately.
• Meet or exceed performance expectations (revenue, conversion, guest satisfaction) as set by management.
• Build relationships with guests through active listening and a warm, friendly approach.
• Provide personalized and efficient service to inspire guest loyalty.

Skills

Customer service

Communication

Organization

Bilingual Italian/English

Tools

Microsoft Office

Job description

Mandarin Oriental Lago di Como is seeking a Reservations Agent to manage bookings by email and telephone, ensuring MOHG standards are respected at all times. The role requires at least one year in a similar position, exceptional customer service, and strong Italian/English bilingual communication.

You will handle arrivals, payments, and use multiple systems to optimize guest experiences while maintaining a warm, professional demeanor. A third language is a plus and MS Office skills are expected.