Reservations Agent

Mandarin Oriental, Lago di Como aims to become one of the most exclusive resorts in Europe, representing the true elegant Italian but understated luxury experience for a worldwide Clientele. 

Our vision is to promote our welcoming, genuine and passionate culture to attract and engage exceptional talents, under the guidance of enthusiastic leaders. 
Our aim is to get the best out of each individual and being recognized as an employer of choice among the most exclusive hotels in the world.  

RESERVATIONS AGENT 

Mandarin Oriental, Lago di Como’s Reservations Agent is in charge of timely and accurately taking bookings, via e-mail and by telephone, ensuring that MOHG’s standards are respected and surpassed at all times. 

Duties and responsibilities: 

• Handle reservation inquiries and relative written and oral communication 

• Navigate multiple web-based systems to manage various source of bookings 

• Daily control of arrivals, pre-authorizations and payments 

• Work effectively by understanding, trusting and using tools and information appropriately 

• Consistently meet or exceed defined performance expectations (revenue, conversion, quality, partner offers, guest satisfaction, etc.) as set by management 

• Build relationships with guests through active listening, maintaining an appropriate pace and using a conversational approach to deliver a warm and friendly guest experience 

• Inspire loyalty through personalized and efficient service driven by the guest's needs 

• Manage time effectively 

Requirements: 

• Minimum one-year experience in a similar position, possibly in a luxury resort or hotel 

• Excellent customer-service, communication, and organization skills 

• A positive, service-oriented attitude 

• Strong bilingual communication skills - written and verbal - in Italian and English. A third language is a plus 

• Good computer knowledge including Microsoft Office package 

• Must be available to work flexible hours including evenings, weekends, and holidays 

We believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long-term success of our people, our business and the societies and economies in which we operate. 

All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability, background or religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation, discrimination or harassment of others will be tolerated.