Reservations Agent

Mandarin Oriental Cristallo, Cortina is an upcoming luxury alpine resort set above the iconic mountain town of Cortina d'Ampezzo, in the heart of the UNESCO-listed Dolomites. Scheduled to open in Winter 2026, the resort will mark the debut of Mandarin Oriental in one of Italy's most renowned mountain destinations, combining the legendary heritage of the Cristallo with Mandarin Oriental's exceptional service, refined design, and award-winning hospitality.

The resort will feature elegantly appointed rooms and suites, exceptional dining experiences, a world-class Spa & Wellness Centre, and curated year-round experiences designed for discerning international travellers seeking the finest alpine luxury.

Joining the pre-opening team offers a unique opportunity to help shape one of Europe's most anticipated luxury hotel openings, contributing to the creation of an extraordinary guest experience from day one.

About the Role

Based at Mandarin Oriental Cristallo, Cortina, the Reservations Agent plays an important role in the successful pre-opening and ongoing operation of the resort's Reservations department. The role is responsible for handling individual room reservations and guest enquiries, ensuring exceptional service, accurate reservation management and the effective conversion of enquiries into confirmed bookings.

As one of the first points of contact for prospective guests, the Reservations Agent represents Mandarin Oriental's legendary service standards, delivering personalised, attentive and professional communication while maximising revenue opportunities.

During the pre-opening phase, the Reservations Agent will contribute to the establishment of reservation procedures, familiarisation with the resort's accommodation and facilities, implementation of reservation systems and preparation for the arrival of the resort's first guests.

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

Pre-Opening Responsibilities

• Support the setup and operational readiness of the Reservations department prior to the resort opening.
• Participate in the implementation, testing and familiarisation of the Property Management System (PMS), Central Reservation System (CRS) and other relevant booking platforms.
• Develop comprehensive knowledge of the resort's rooms, suites, facilities, dining experiences, Spa & Wellness offerings and destination experiences.
• Become familiar with room categories, rate structures, packages, promotions, booking conditions and cancellation policies.
• Support the development and implementation of reservation procedures, Standard Operating Procedures and service standards in accordance with Mandarin Oriental guidelines.
• Participate in pre-opening training programmes, system simulations and operational trials.
• Assist with the preparation and verification of reservation records, guest profiles and booking information.
• Coordinate with Front Office, Sales & Marketing, Revenue Management and other departments to ensure effective communication and operational readiness.
• Support the handling of pre-opening reservation enquiries and bookings, ensuring accurate information and exceptional guest service.

Operational Responsibilities

• Handle individual room reservation enquiries received via telephone, email, online channels and other approved communication platforms.
• Provide professional, personalised and timely responses to all guest enquiries in accordance with Mandarin Oriental service standards.
• Process new reservations, modifications, cancellations and special requests accurately and efficiently.
• Maintain complete and accurate reservation records within the PMS and relevant reservation systems.
• Ensure all reservation details, including room categories, rates, packages, payment arrangements and guest preferences, are correctly recorded and communicated.
• Develop and maintain comprehensive knowledge of the resort's accommodation, services, facilities, promotions and experiences.
• Proactively identify opportunities to maximise room revenue through effective upselling and the promotion of higher room categories, suites and relevant packages.
• Apply effective sales techniques to convert enquiries into confirmed reservations while maintaining a personalised luxury service approach.
• Ensure all reservations comply with established rate policies, booking conditions, deposit requirements and cancellation procedures.
• Manage guest preferences and special requests, coordinating with Front Office, Concierge, Food & Beverage, Spa and other departments to ensure seamless guest experiences.
• Handle VIP reservations and special arrangements with particular attention to detail, confidentiality and personalised service.
• Monitor reservation correspondence and ensure timely follow-up on pending enquiries, quotations and booking confirmations.
• Maintain accurate guest profiles and contribute to the continuous improvement of guest recognition and personalisation.
• Support the management of reservations received through travel advisors, luxury travel partners, online travel agencies and other distribution channels.
• Coordinate with Revenue Management and Sales & Marketing to ensure accurate application of rates, availability and promotional offers.
• Identify and promptly communicate booking discrepancies, system issues or potential operational concerns.
• Handle guest complaints and reservation-related concerns professionally, ensuring appropriate follow-up and service recovery.
• Support the preparation of reservation reports, booking statistics and other departmental information as required.
• Maintain confidentiality of guest information and ensure compliance with applicable data protection regulations.
• Work collaboratively with Front Office, Revenue Management, Sales & Marketing and other operational departments to ensure an exceptional guest journey.
• Perform any other reasonable duties consistent with the responsibilities and operational requirements of the role.

Sales & Revenue Optimisation

• Actively promote the resort's rooms, suites, packages and experiences to maximise booking conversion and revenue opportunities.
• Apply appropriate upselling techniques while ensuring recommendations are tailored to individual guest preferences.
• Maintain awareness of room availability, rate structures, seasonal demand and relevant commercial initiatives.
• Support the achievement of departmental conversion, upselling and revenue performance objectives.
• Identify opportunities to enhance the guest experience through personalised recommendations and additional resort services.
• Maintain accurate records of reservation enquiries and follow-up activities to support sales effectiveness.

Requirements

• Diploma or degree in Hospitality Management, Tourism, Business Administration or a related discipline is preferred.
• Previous experience in Reservations, Front Office or Guest Services, preferably within a luxury five-star hotel, resort or internationally recognised hospitality environment.
• Previous experience as a Reservations Agent or in a comparable guest-facing position is considered an advantage.
• Previous luxury hotel pre-opening experience is considered a strong advantage.
• Excellent communication and interpersonal skills, with a genuine passion for luxury hospitality and personalised guest service.
• Strong sales orientation and ability to identify upselling and booking conversion opportunities.
• Good understanding of hotel reservations procedures, room categories, rate structures and booking conditions.
• Experience using hotel Property Management Systems and reservation platforms; knowledge of Opera PMS is considered an advantage.
• Excellent organisational skills and attention to detail, with the ability to manage multiple enquiries and priorities.
• Professional telephone etiquette and excellent written communication skills.
• Proactive, positive and solution-oriented approach.
• Ability to work effectively both independently and as part of a multicultural team.
• Strong commitment to confidentiality, accuracy and service excellence.
• Flexibility to work shifts, weekends and public holidays according to operational requirements.
• Fluent English and Italian, both written and spoken; knowledge of additional languages is considered an advantage.

Compensation

€24,500 Gross Annual Salary (RAL)