Reservations Agent

Mandarin Oriental Punta Negra, Mallorca is looking for a Reservations Agent to join our Reservations 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 Hotel Group 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.

Set against the stunning backdrop of Puerto Portals, Mandarin Oriental Punta Negra pulses with the vibrant spirit of Mallorca. Here, subtle and emotional luxury seamlessly blend with the island’s natural beauty and energy, offering a place where inspiration flows effortlessly. Celebrate the essence of Mallorca through bespoke experiences, dynamic culinary journeys, and rejuvenating wellness - each designed to immerse you in the island’s vibrant atmosphere and extraordinary offerings.

**About the job**

Based at Mandarin Oriental Punta Negra, Mallorca, as the Reservations Agent, you will be responsible for handling basic operations of the department, mainly reservations that come in various forms such as telephone, facsimile, GDS and LHW, etc.; Fidelio / Delphi data input and preparation of various reports.

**As Reservations Agent, you will be responsible for the following duties**:

- Handle incoming reservation inquiries and bookings via telephone with professionalism, clarity, and a guest-oriented approach.
- Accurately input reservation details into the Property Management System (PMS) following the standards outlined in the PMS operational manual.
- Ensure clear and timely communication with key departments such as Credit, Sales, Concierge, Housekeeping, Front Desk, and others, sharing relevant reservation information to support seamless operations.
- Prepare and update the daily on-the-books reports.
- Generate a summary of reservations made the previous day for review by the Reservations Manager.
- Create same-day and 10-day forward cancellation reports.
- Compile a daily report of modifications to reservations made the previous day.
- Retrieve and process reservation data from external systems including LHW and TSR.
- Respond promptly and accurately to TSR requests and ensure proper input of TSR reservations into the PMS.
- Access, review, and maintain previous guest correspondence as needed.
- File and organize updated correspondence in an orderly and retrievable manner.
- Review and action the daily trace report, ensuring all follow-ups and guest requests are handled in a timely manner.
- Support the Reservations team with any additional tasks or reasonable duties assigned by the department to ensure the smooth operation of the office.

**As Reservations Agent, we expect from you**:
Experience and education
- Completion of secondary education is required.
- Previous experience in a reservations, administrative, or guest service role within the luxury hospitality industry is highly desirable.

Technical Skills
- Solid administrative and organizational skills with excellent attention to detail.
- Confident handling of multiple tasks and the ability to remain composed under pressure.
- Proactive, reliable, and meticulous, with a structured and tidy working style.
- Demonstrates initiative and a willingness to take ownership of responsibilities.
- Flexible, positive, and a strong team player.
- Fluent in both Spanish and English, written and spoken.
- Excellent telephone etiquette and professional communication skills.
- Strong interpersonal skills with a genuine guest-centric approach.
- Results-oriented mindset with a focus on delivering excellence.

**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 additionally 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.
- Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

**We’re Fans. Are you?