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
