Reservations Agent

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 aims to become one of the most exclusive resorts in Europe,representingthe true elegant Italian but understated luxury experience for a worldwide Clientele.

Our vision is to promote our welcoming,genuineand passionate culture to attract and engage exceptional talents, under the guidance of enthusiastic leaders.
Our aim is to get the best out of each individual and being recognized as an employer of choice among the most exclusive hotels in the world.

RESERVATIONS AGENT

Mandarin Oriental, Lago di Como’s ReservationsAgentis in charge oftimelyand accurately taking bookings, via e-mail and by telephone, ensuring that MOHG’sstandardsarerespected andsurpassed at all times.

Duties and responsibilities:

• Handle reservation inquiries and relativewritten and oralcommunication
• Navigate multiple web-based systems to manage various source of bookings
• Daily control ofarrivals, pre-authorizationsand payments
• Work effectively by understanding,trustingand using tools and information appropriately
• Consistently meet or exceed defined performance expectations (revenue, conversion, quality, partner offers, guest satisfaction, etc.) as set by management
• Build relationships with guests through active listening,maintainingan appropriate paceand using a conversational approach to deliver a warm and friendly guest experience
• Inspire loyalty through personalized and efficient service driven bytheguest's needs
• Manage time effectively

Requirements:

• Minimum one-year experienceina similar position,possibly inaluxury resort or hotel
• Excellent customer-service, communication, and organization skills
• A positive, service-oriented attitude
• Strong bilingual communication skills - writtenandverbal- inItalian and English.A third language is a plus
• Goodcomputer knowledgeincluding Microsoft Office package
• Must be available to work flexible hours including evenings, weekends, and holidays

We believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long-term success of our people, our business and the societies and economies in which weoperate.

All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability,backgroundor religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation,discriminationor harassment of others will be tolerated.