Reservations Specialist

About the role

The Reservations Specialist joins the Reservations team at Mandarin Oriental, Geneva, a 5‑star luxury hotel with 181 rooms and suites. The role focuses on delivering accurate, timely information and bookings to guests while upholding the brand’s standards of exceptional service.

Key responsibilities

• Respond to guest inquiries about room availability, rates, and hotel information via telephone, fax, email, internet or post.
• Process booking requests, verify availability and pricing, and confirm reservations within 24 hours.
• Record all reservations following established procedures and the Yield Management process.
• Coordinate ancillary services such as taxis, flowers, and restaurant reservations with the relevant departments and confirm details with guests.
• Refer complex requests to the appropriate department and inform Sales and Group Coordination on group quota bookings.
• Communicate special requests to Reception, Concierge and other operational teams.
• Welcome guests in line with 5‑star hospitality standards and handle guest complaints according to Mandarin Oriental guidelines.

Required profile

• Demonstrates mastery of reservation processes and a growth mindset.
• Works effectively in a collaborative team, showing integrity, respect and responsibility.
• Committed to delivering exceptional guest experiences.

Required skills