Recepcionist

Mandarin Oriental Ritz, Madrid is looking for a Receptionist 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 world’s most luxurious hotels, resorts and residences located in prime destinations worldwide. The Group is recognised for delivering legendary service inspired by Asian heritage while representing the cutting-edge of modern luxury.

Mandarin Oriental Ritz, Madrid is an iconic 5-star luxury hotel located in the heart of the Spanish capital. This Belle Époque palace, set within Madrid’s renowned Art Triangle, combines over a century of history with contemporary elegance, outstanding service and curated guest experiences.

About the job

Based at Mandarin Oriental Ritz, Madrid, within the Front Office Department in Madrid, the Receptionist is responsible for welcoming guests, managing check-ins and check-outs, handling guest requests and ensuring a warm, personalized and efficient guest experience at all times. The role reports to the Front Office Manager or Assistant Front Office Manager.

As Receptionist, you will be responsible for the following duties:

• Welcome guests and complete check-in procedures efficiently and courteously.
• Assign rooms according to guest preferences and ensure correct rates are charged.
• Coordinate luggage delivery and issue room keys.
• Process check-outs accurately, posting late charges and presenting final bills.
• Handle cash, credit card transactions, foreign currency exchange and ensure balanced cashier floats.
• Respond promptly and professionally to guest requests and inquiries, both in person and by phone.
• Resolve guest complaints with empathy and professionalism to ensure satisfaction.
• Use hotel systems to manage reservations, reports, room blocking and guest profiles.
• Support upselling of hotel services and facilities when appropriate.
• Assist other Front Office areas such as Concierge, Bell Services and Guest Relations when required.
• Support the Fans of MO guest recognition programme and contribute to enrolment and service quality.
• Operate Front Office procedures during night shifts or team absences when required.
• Ensure compliance with Mandarin Oriental policies, procedures and service standards.

As Receptionist, we expect from you:

• Previous experience in a similar Front Office role, preferably within luxury hospitality.
• Excellent communication and interpersonal skills.
• Strong guest focus with attention to detail and service excellence.
• Ability to multitask, prioritize and remain calm under pressure.
• Team-oriented attitude and collaborative mindset.
• Proficiency in hotel systems and basic computer applications.
• Commitment to Mandarin Oriental values and service culture.

Our commitment & benefits

Learning & Development. Tailored learning and development programmes to support leadership growth and continuous improvement.
MOstay. Complimentary stays ranging from 3 to 10 nights and exclusive rates at Mandarin Oriental hotels worldwide.
Health & Colleague Wellness. Health benefits and wellbeing initiatives, including access to on site physiotherapy, as well as the option to enjoy private medical insurance as part of a flexible benefits scheme (approx. €48.79/month).
Retirement & Security. Retirement plans based on length of service and additional social benefits.
Local Benefits. Meals on duty, uniform and laundry service.
Engagement & Community. Regular town halls, team events, colleague celebrations including Three Kings celebrations and retirement recognitions, volunteering opportunities, and access to a Social Fund providing support to colleagues in need.
Salary. Salary package in line with the Madrid Accommodation Agreement.

We’re Fans. Are you?