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Reservations Agent

Milan, Italy

Reservations Agent

  • Milan
  • Sales & Marketing Division
  • Full time
  • Closing date: Nov 1 2021 at 06:55 HKT

The Company:

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world's most prestigious hotels and resorts. The Group now operates or has under development over 40 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel:

Ideally located on the charming Via Andegari, Mandarin Oriental, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 32 beautifully appointed suites. Set in the heart of the city, only steps away from the world-renowned La Scala opera house, it inhabits four elegant 18th Century buildings in Milan's most prestigious district. The hotel features a fine-dining restaurant, Seta and a bar-bistro, Mandarin Bar + Bistrot where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings. The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms. In addition, the hotel has two versatile function rooms that benefit from natural daylight.



•Handle reservation inquiries

• Data input into the PMS system in the correct format as set in the PMS Operational manual.

• Ensure that communication with other departments, Sales, Concierge, Housekeeping, Front Desk and any other concerned department is maintained with information which pertains to them.

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

•Build rapport 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

•Navigate multiple web-based systems while managing various work streams to provide an enhanced guest experience.

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



Excellent communicator, with effective verbal and written communication skills in Italian and English. An additional language preferably  Arabic or another European or Asian language will be an advantage.

Previous work experience in a 5-star hotel environment an advantage

Good knowledge on computer systems i.e. MS Office applications

Prior experience with PMS an advantage

Ability to work under pressure and handle many tasks simultaneously

Perform job with attention to detail

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


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