Mandarin Oriental Ritz, Madrid is seeking a proactive and detail-oriented Reservations Supervisor to lead our Reservations team.

Are you a master of your craft, leading with pride and precision? Do you thrive in a dynamic, collaborative team that values integrity and excellence? At Mandarin Oriental, we embrace a growth mindset and are committed to creating extraordinary experiences. We invite you to become a part of our exceptional journey.

Mandarin Oriental is renowned worldwide for operating some of the most luxurious hotels, resorts and residences. With a strong development pipeline and recognition for creating coveted properties, the Group offers legendary service rooted in Asian heritage while defining the pinnacle of luxury.

Boasting a stunning restoration that celebrates César Ritz’s pioneering spirit, our iconic Mandarin Oriental Ritz, Madrid is poised to become the city’s most luxurious hotel. With a prestigious central location, celebrated dining and unrivalled wellness facilities, we set the standard for luxury.

About The Role
As Reservations Supervisor at Mandarin Oriental Ritz, Madrid, you will lead the day-to-day operations of the reservations team to ensure all bookings are managed with accuracy, efficiency and the highest standards of luxury service. You will oversee room inventory and rate management, support revenue optimisation through effective upselling, manage VIP bookings and travel partner relations, and deputise for the Reservations/Revenue Manager when required.

Key Responsibilities

• Ensure accurate data entry and maintenance in the PMS/HMS (market segmentation, rate integrity, PCI and booking policy compliance).
• Manage incoming enquiries and confirmations (phone, email), responding promptly and according to MOHG quality standards.
• Oversee VIP bookings and special requests, coordinating with Front Office to guarantee seamless arrivals and departures.
• Support revenue optimisation: maintain knowledge of room types/rates/packages, perform upselling and assist with rate loading and availability updates.
• Process and monitor travel agent bookings, vouchers and credit requests; ensure accurate documentation and reporting.
• Lead and develop the reservations team: represent Reservations at hotel meetings, identify training needs, deputise for the Reservations/Revenue Manager and drive process improvements.

What We Expect From You

• Bachelor’s degree or equivalent is desirable.
• Minimum 1 year of relevant experience in a 5-star environment as a Front Office Supervisor or Reservations Agent; supervisory experience is an advantage.
• Strong verbal and written communication skills with professional presentation and excellent administrative ability.
• Quality-driven, highly organised and detail-oriented with strong problem-solving skills.
• Approachable team player with a collaborative mindset.
• Fluent in Spanish and English (verbal and written); additional languages are an advantage.
• Experience with Infor HMS and SynXis is advantageous.

Our Commitment To You

• Learning & Development: Tailored programmes to support your career progression.
• MOstay: Complimentary nights and attractive rates at Mandarin Oriental properties worldwide.
• Health & Wellness: Benefits and wellbeing programmes to support work–life balance.
• Retirement Plans, Staff Welfare Fund (Fondo Social), Flexible Compensation (including access to DKV), internal events and team-building activities.

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