Reservations Agent

Mandarin Oriental

Milano

On-site

EUR 23,000 - 24,000

Full time

26 hours ago

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Benefits offered by this job

Meals at Employee Restaurant

Job summary

Mandarin Oriental Milan is seeking a proactive Reservations Agent to join the Reservations and Revenue Department in Milan. You will handle guest reservation requests via phone, email, and online channels, ensuring accuracy of details, rates and availability while delivering Mandarin Oriental standards.

Ideal candidates have experience in reservations, front office or customer service within a hotel, and can communicate effectively in English and Italian.

Qualifications

Experience in reservations, front office or customer service in hospitality.
Fluent English and Italian, written and spoken.
Good knowledge of reservation processes and systems.

Responsibilities

Process reservations by phone, email and online channels with accuracy.
Maintain up-to-date information in reservation systems.
Respond to guest inquiries promptly and courteously.
Record guest preferences and profiles accurately.
Handle bookings changes and cancellations per procedures.
Coordinate with Front Office and other departments to meet guest requests.
Uphold Mandarin Oriental service standards.

Skills

Reservations experience

Front office

Customer service

Attention to detail

Organisational skills

Teamwork

English & Italian bilingual

Tools

Reservation systems

Job description

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the worlds most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Ideally located on the charming Via Andegari, Mandarin Oriental, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 36 beautifully appointed suites. Set in the heart of the city, only steps away from the world-renowned La Scala opera house, it inhabits four elegant 18th Century buildings in Milan's most prestigious district. Guests can discover exquisite dining in the beautiful setting of two-Michelin-starred restaurant Seta, run by acclaimed chef Antonio Guida, and enjoy the relaxed atmosphere of the Mandarin Garden, where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings.

The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms.

About The Job

Based at the Mandarin Oriental, Milan within the Reservations and Revenue Department in Milan, the Reservations Agent is responsible for handling guest reservation requests, ensuring accuracy, efficiency, and a high level of service while maintaining Mandarin Oriental standards. The Reservations Agent reports to the Reservations Manager.

As Reservations Agent, you will be responsible for the following duties:

To process reservations via phone, email, and online channels, ensuring accuracy of guest details, rates, and availability
To maintain up-to-date and accurate information within reservation systems
To respond to guest enquiries in a timely, professional, and courteous manner
To ensure guest preferences and profiles are correctly recorded and communicated
To handle booking modifications, cancellations, and follow established procedures
To coordinate with Front Office and other departments to support guest requests
To maintain high standards of communication and service at all times
To adhere to Mandarin Oriental policies, procedures, and service standards
To carry out any additional duties as required to support operations

As Reservations Agent, We Expect From You

To demonstrate experience in reservations, front office, or customer service within a hotel environment
To communicate effectively in both English and Italian, written and verbal
To possess good knowledge of reservation systems and booking processes
To exhibit strong attention to detail and organisational skills
To demonstrate a service-oriented and professional approach
To show the ability to manage multiple tasks in a fast-paced environment
To work effectively as part of a team
To comply with MOHG Pillars, LQEs, and Guiding Principles

Our commitment to you

Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
Competitive Salary, wages, and a comprehensive benefits package
Meals available at our Employee Restaurant

Position Details