**Company Description** Join the new NOVOTEL project in Madrid! The NOVOTEL MADRID CAMPO DE LAS NACIONES and PULLMAN MADRID AIRPORT & FERIA hotels will become a single establishment in a privileged location aiming to become a benchmark in Madrid. **Job Description** We are looking for a professional and customer-oriented Reservation Agent to join our team in Madrid, Spain. As a Reservation Agent, you will be responsible for handling guest inquiries, managing reservations, and ensuring exceptional customer service for our hotel or travel agency. * Efficiently and professionally handle incoming calls, emails, and online bookings. * Provide detailed information about accommodation, rates, and availability. * Accurately process reservations, modifications, and cancellations using our reservation system. * Perform cross-selling and upselling. * Promptly and satisfactorily resolve guest concerns and complaints. * Collaborate with other departments to ensure guest requests are met. * Maintain up-to-date knowledge of hotel policies, promotions, and events. * Assist with group reservations and special requests as needed. * Ensure compliance with company policies and procedures. **Requirements** * Excellent verbal and written communication skills in English and Spanish (knowledge of additional languages is a plus) * Strong customer service orientation with a friendly and professional demeanor * Proficiency in reservation systems (TARS and PMS FOLS) * Microsoft Office * Ability to work independently and collaboratively in a fast-paced environment * Strong organizational and time management skills * Detail-oriented with the ability to effectively multitask * Preferably, experience in Accor hotels within reception and/or reservations departments * Ability to remain calm under pressure and handle challenging situations professionally **Additional Information** Working hours from Monday to Friday with rotating shifts from 8 AM to 4 PM and from 11 AM to 7 PM. Immediate start