Job description
Mandarin Oriental Ritz, Madrid is seeking a proactive Reservation Agent to join our Rooms Division 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
• 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 other distribution channels to ensure completeness and correct segmentation.
• Assist guests with enquiries, proactively proposing and confirming add-on services (transport, restaurant reservations, transfers, etc.).
• Ensure all reservation data is complete, correct and processed in line with company procedures and Revenue Management guidelines.
• Liaise closely with Front Office, Housekeeping, F&B, Accounting and IT to guarantee smooth handovers and an exceptional arrival experience.
What We Expect From You
• Manage reservations according to MOHG service standards, company policy and revenue optimisation rules.
• Ensure reservation information is accurate, fully understood and correctly processed.
• Deep knowledge of hotel pricing, accommodation options and outlets to apply Revenue Management strategy effectively.
• Strong teamwork: cooperate across departments to ensure fluent communication and operational effectiveness.
• Guide and support guests from enquiry to arrival, delivering a personalised and memorable pre-arrival experience.
Our Commitment To You
• Learning & Development: Tailored programmes to support your career progression.
• MOstay: Complimentary nights and attractive rates at Mandarin Oriental properties worldwide.
• Health & Wellness: Benefits and wellbeing programmes to support work–life balance.
• Retirement Plans, Staff Welfare Fund (Fondo Social), Flexible Compensation (including access to DKV), internal events and team-building activities.
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