Reservations Agent

The hotel belongs to the Mandarin Oriental Hotel Group, an international hotel management group with more than 38 luxury hotels, resorts and residences with a worldwide presence in Asia, Europe and the Americas.

Mandarin Oriental Barcelona has 120 rooms, 28 of which are suites. All of our exquisite rooms and suites are uniquely decorated by Patricia Urquiola.

In addition to accommodation, the hotel offers exclusive event spaces for weddings, corporate meetings, conferences and private celebrations.

Regarding the hotel’s gastronomy, we feature a two Michelin-starred restaurant, an award-winning cocktail bar, the beautiful Mimosa Garden and a rooftop terrace with spectacular city views.

The hotel Spa consists of 8 treatment rooms, an indoor swimming pool and a fully equipped fitness centre.

About the job

Based at Mandarin Oriental, Barcelona, within the Reservations Department, the Reservation Agent is responsible for delivering an exceptional guest experience through efficient reservation management, personalized communication and revenue optimization. The Reservation Agent reports to the Reservations Manager.

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

• Ensure effective communication and collaboration with Finance, Sales, Concierge, Housekeeping, Front Office, Food & Beverage and all relevant departments.
• Handle guest enquiries and room reservations through phone, email and other communication channels in a professional, engaging and timely manner.
• Utilize the reservation systems and respond to guest correspondence according to hotel standards, policies and procedures.
• Maximize room occupancy and revenue opportunities while ensuring smooth service flow and guest satisfaction.
• Perform administrative and reporting tasks related to reservations and guest bookings.
• Navigate multiple web-based systems and booking platforms to manage reservations from various distribution channels.
• Consistently meet or exceed established performance indicators, including revenue generation, conversion rates, quality standards and guest satisfaction scores.
• Build strong relationships with guests through active listening, personalized recommendations and a warm, conversational approach.
• Inspire guest loyalty through efficient service, attention to detail and anticipation of guests’ individual needs.
• Maintain accurate reservation records and ensure all guest preferences and special requests are properly communicated and followed up.

As a Reservation Agent, we expect from you:

• Strong interpersonal, communication and problem-solving skills.
• Previous experience in Reservations, Front Office, Guest Services or a similar customer-facing position within hospitality.
• Excellent understanding of hotel operations and reservation processes.
• https://careers.mandarinoriental.com/jobs/reservations-agent-barcelona-catalunya-spain-daf89916-60d0-4f80-ab79-a6c8c9d08617