Reservation Agent

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

Are you a master of your craft, leading with pride and precision? Do you thrive in a dynamic, collaborative team that values integrity and excellence? At Mandarin Oriental, we embrace a growth mindset and are committed to creating extraordinary experiences. We invite you to become a part of our exceptional journey.

Mandarin Oriental Ritz, Madrid is an iconic 5-star luxury hotel located in the heart of the capital, renowned for its classic elegance and impeccable service.

This luxurious Belle Époque palace, located in Madrid's famous Art Triangle and boasting over a century of history, is a symbol of style and elegance. Guests also enjoy an urban oasis with wellness and spa facilities, beautiful public areas and curated experiences designed for comfort and excellence-ideal for both leisure and business travelers seeking a distinguished stay in Madrid.

About The Role

As Reservation Agent at Mandarin Oriental Ritz, Madrid you will deliver accurate, consultative and guest-focused reservation services across all channels. You will prepare tailored quotations, manage bookings end-to-end, liaise with internal teams and ensure each reservation reflects the hotel’s revenue strategy and quality standards.

Key Responsibilities

• Handle all telephone and email enquiries promptly, professionally, and in accordance with luxury hospitality and brand service standards.

• Apply LQA and hotel quality standards consistently in all guest communications, ensuring service excellence at every touchpoint.

• Provide tailored quotations and expert advice to customers, matching offers to guest needs and preferences.

• Create, amend, and manage room reservations across all channels with accuracy and attention to detail.
• Issue and manage reservation invoicing prior to guest arrival.
• Review and reconcile reservations received daily from external distribution channels, ensuring completeness, accuracy, and correct market segmentation.
• Assist guests with enquiries, proactively proposing and confirming additional services, experiences, and amenities to enhance their stay.
• Ensure all reservation data is complete, accurate, and processed in accordance with hotel procedures and Revenue Management guidelines.
• Liaise closely with Front Office, Concierge, Housekeeping, Food & Beverage, and Finance teams to ensure seamless communication and an exceptional guest arrival experience.

• Identify opportunities to maximise revenue through effective upselling and cross-selling of room categories, hotel facilities, dining experiences, and other services.

• Maintain detailed guest profiles and preferences to support personalised service and create memorable pre-arrival experiences.

• Contribute to a culture of teamwork, professionalism, and continuous improvement, supporting colleagues and sharing best practices when required.

What We Expect From You

• Minimum one year experience within a hotel Reservations Department, preferably in a luxury hospitality environment.

• Fluent in both Spanish and English, with excellent verbal and written communication skills.

• Previous experience working with LQA (Leading Quality Assurance) standards is advantageous.

• Work collaboratively with Front Office, Sales, Revenue Management, Guest Experience, and other departments to ensure seamless communication and operational excellence.

• Deliver a personalised and memorable guest experience from the initial enquiry through to arrival, anticipating guest needs and providing exceptional pre-arrival service.

• Handle guest requests and special arrangements with professionalism, efficiency, and genuine care, ensuring the highest levels of guest satisfaction.

Competencies

• Guest-centric mindset with a passion for luxury hospitality.
• Excellent organisational and multitasking abilities.
• Strong attention to detail and accuracy.
• Commercial awareness and understanding of revenue optimisation principles.
• Ability to work effectively both independently and as part of a team.
• Professional appearance and demeanour, reflecting the standards of a luxury hotel.

Our Commitment To You

• Learning & Development. Tailored learning and personal development programmes designed to support leadership growth and continuous improvement.

• MOstay. Complimentary stays of between 3 and 10 nights and exclusive rates at Mandarin Oriental hotels worldwide.

• Health & Colleague Wellbeing. Health benefits and wellbeing initiatives, including access to on-site physiotherapy and the option to enrol in private health insurance through our flexible benefits programme.

• Pension & Security. Pension schemes based on length of service and additional social benefits.

• Local Benefits. Meals whilst on duty, a uniform and laundry service.

• Engagement & Community. Regular town hall meetings, team events, colleague celebrations, volunteering opportunities and access to a Social Fund to support colleagues in need.

• Salary. Salary package in line with the Madrid Accommodation Agreement.

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