Reservations Agent - Luxury Alpine Resort

About the role

Mandarin Oriental Cristallo, Cortina is an upcoming luxury alpine resort scheduled to open in Winter 2026, above the mountain town of Cortina d'Ampezzo in the Dolomites. The Reservations Agent is based at the resort and plays a key part in the pre-opening and ongoing operation of the Reservations department, handling room reservations and guest enquiries, representing the brand's service standards and converting enquiries into confirmed bookings.

Key responsibilities

• Pre-opening: help set up the Reservations department, test and learn the PMS, CRS and booking platforms, study rooms, suites, facilities, rates, packages and cancellation policies, and prepare reservation procedures and records.
• Handle enquiries by phone, email and online channels, process reservations, modifications, cancellations and special requests, and keep accurate records in the PMS.
• Upsell rooms, suites and packages and apply sales techniques to turn enquiries into confirmed bookings while respecting rate policies and booking conditions.
• Manage guest preferences and VIP arrangements, coordinate with Front Office, Concierge, Food & Beverage and Spa, and handle guest complaints.
• Support reservations from travel advisors, travel partners and OTAs, coordinate with Revenue Management and Sales & Marketing, and keep guest information confidential.

Required profile

• Diploma or degree in Hospitality Management, Tourism, Business Administration or a related field preferred.
• Previous experience in Reservations, Front Office or Guest Services, preferably in a luxury five-star hotel or resort; pre-opening experience is a strong advantage.
• Fluent English and Italian, written and spoken; additional languages are an advantage.
• Willingness to work shifts, weekends and public holidays.

Required skills

• Understanding of hotel reservations procedures, room categories, rate structures and booking conditions.
• Experience with hotel PMS and reservation platforms; knowledge of Opera PMS is an advantage.
• Excellent communication, organisation and attention to detail.

Salary: €24,500 gross annual salary (RAL).