Front Office Agent

Mandarin Oriental, Barcelona is looking for a Front Office Agent to join our Front Office 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. Mandarin Oriental, Barcelona is an exclusive 5-star hotel located on Barcelona's Paseo de Gracia, offering legendary service and exceptional experiences to our guests.

About the job

Based at Mandarin Oriental, Barcelona within the Front Office Department, the Front Office Agent is responsible for delivering exceptional guest service throughout the guest journey, ensuring smooth arrival and departure experiences while maintaining the highest standards of luxury hospitality. The Front Office Agent reports to the Front Office Manager / Assistant Front Office Manager.

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

• Welcome guests warmly and professionally upon arrival and assist with check-in and check-out procedures.
• Manage reservations, including making, confirming, and modifying bookings.
• Answer telephone calls, handle guest inquiries, and provide information about hotel services and local attractions.
• Respond to guest requests and resolve concerns efficiently, escalating issues to management when necessary.
• Process payments, maintain accurate billing records, and handle cash and credit card transactions.
• Maintain a clean, organized, and professional front desk environment at all times.
• Coordinate with Housekeeping, Concierge, Guest Relations, Engineering, and other departments to ensure a seamless guest experience.
• Support administrative tasks including data entry, guest profile updates, and record keeping.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Anticipate guest needs and create memorable experiences that reflect the Mandarin Oriental philosophy of service excellence.

As a Front Office Agent, we expect from you:

• Previous experience in a customer service role, preferably within a luxury hotel or front office environment.
• High school diploma or equivalent; studies in Hospitality Management or a related field are highly valued.
• Excellent verbal and written communication skills in English; Spanish is highly desirable. Additional languages are an advantage.
• Strong interpersonal and problem-solving abilities.
• Excellent hotel product knowledge and guest service orientation.
• Highly responsible, professional, and reliable.
• Ability to multitask and work effectively under pressure in a fast-paced environment.
• Strong attention to detail and accuracy in handling reservations, billing, and guest information.
• Flexibility to work rotating shifts, including evenings, nights, weekends, and public holidays.
• Ability to work cohesively as part of a multicultural team.
• Ability to focus attention on guest needs while remaining calm, courteous, and professional at all times.
• A positive attitude and passion for delivering exceptional guest experiences.

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. Enjoy complimentary stays and attractive rates at Mandarin Oriental properties around the world.
• Health & Colleague Wellness. Your wellbeing matters to us, and we offer a variety of health and wellness programmes globally.

Benefits

• We have a Canteen with a different menu every week, so you can enjoy meals during your shift.
• Access to our online learning platform with a wide variety of courses.
• Cleaned and ironed uniforms provided by our Laundry team.
• A young, fun, and multicultural working environment.
• Complimentary stays and special staff rates.
• Complimentary tea and coffee in our colleague areas.
• Be part of a company with worldwide recognition.
• Join a team with a passion for luxury hospitality.
• Electric kick scooter and bike parking facilities.
• Staff parties and team-building events throughout the year.
• Career growth and international mobility opportunities within the Group.
• Complimentary 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 and are committed to ensuring equal opportunities for all while creating an inclusive and respectful work environment.

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