Job Description

Mandarin Oriental, Barcelona is looking for a Reservation Agent to join our Reservations Department team.

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 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 world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Barcelona is an exclusive 5-star hotel located on Barcelona's Passeig de Gràcia, home to several historic modernist works and architectural gems by Gaudí.

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.
• Strong sales and upselling abilities with a guest-focused mindset.
• Ability to work efficiently in a fast-paced environment while maintaining high attention to detail.
• Experience using hotel reservation systems and Microsoft Office applications.
• Ability to manage multiple tasks and priorities simultaneously.
• Strong organizational and administrative skills.
• Ability to work cohesively as part of a multicultural team and willingness to learn continuously.
• Ability to remain calm, professional and courteous in all guest interactions.
• Excellent customer service orientation and passion for luxury hospitality.
• Fluent English and Spanish. Additional languages will be considered a strong advantage.

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 attractive rates on rooms for you and your loved ones.
• Health & 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.

Benefits

• We have a canteen with a different menu every week, so you can enjoy meals during your work shift.
• We provide access to a learning platform with a wide variety of professional development courses.
• Our laundry team will provide you with a clean and ironed uniform whenever you need it.
• Our working environment is young, dynamic and multicultural.
• Complimentary stays and special employee rates worldwide.
• Tea and coffee available throughout your shift.
• Be part of a company with worldwide recognition.
• Join a team with a passion for service excellence and luxury hospitality.
• Electric scooter and bicycle parking facilities available.
• We organize staff events, celebrations and team-building activities throughout the year.
• Internal growth and development opportunities across the group.
• Free weekly physiotherapy sessions.
• Enjoy your birthday off to celebrate with your loved ones.

Mandarin Oriental is a company that promotes equal opportunities in employment. We highly appreciate the uniqueness of each individual, including their diverse perspectives, cultures, lifestyles and personal circumstances. Our commitment lies in ensuring equal opportunities for all and creating a work environment that is both productive and free from any form of unfair or unlawful discrimination.

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