Guest services & Reservations Agent
The role is responsible for taking reservations for rooms and also involves answering inquiries and organizing concierge services according to guests requests. You will have a key role to ensure that guest’s pre-arrival experience will be smooth and to organize their stay in order to meet all guests requests and expectations. You will be expected to organize special requests and communicate with all departments within the hotel to ensure that our guests receive the highest standard of service.
We are looking for people whose aspiration is to learn new skills, are loyal, committed and wish to grow and develop within an inspiring culture. This is an excellent opportunity to work with a driven and passionate team focused on providing a quality experience.
Reports to Front Office Manager.
Main duties & responsibilities:
Manage all reservations, cooperating with the regional central reservations office
Handle reservation inquiries and relative requests, communication (Concierge emails, phone, chat)
Support PBX Operator during crunch times
Navigate multiple OTAs systems to manage various source of bookings
Daily control of arrivals, prepayments and cancellations
Daily control of guest services and concierge reservations
Daily creation of guest’ itineraries for all concierge services
Coordinates guests services, working with local partners to ensure consistency in the level of service
Consistently meet or exceed defined performance expectations as per management’ goals (revenue, third party vendors management and guest satisfaction etc.)
Guest data capture completion
Monthly reconciliation of OTA’s commission
Monthly control of account receivables
Effective communication: he/she communicates clearly and appropriately (both verbally and non-verbally) that positively impacts on their role, the business and Belmond. He/she uses and interprets non-verbal behaviors to enhance understanding.
Emotional intelligence: he/she shows the ability to control and express one’s emotions and to handle interpersonal relationships. He/she demonstrates sensitivity to the needs and emotions of others and adjusts one’s style to the needs of the audience.
Collaboration: he/she exhibits the ability to successfully work together united within a group whilst showing respect and willing to share information and skills. He/she is willing to continuously develop him/ herself.
Drive results: he/she demonstrates pride in delivering exceptional and consistent high levels of service to internal and external customers by anticipating and exceeding their expectations. He/she demonstrates a sense of urgency and takes ownership of one’s tasks and responsibilities.
Adaptability: he/she identifies when a different approach is needed and offers a solution. He/she deals with multiple tasks and alters behavior / priorities as changes occur and remains calm under pressure
Global perspective: he/she is curious and respectful of all cultures and looks to learn from them. He/she treats each other with respect and inclusiveness regardless of position, level or background.
Professional experience, preferably at international level in the same role
Demonstrate a passion for attention to detail and excellence
Manage time effectively in order to meet LQA standards requirements
Knowledge of the Microsoft Office package (Word, Excel, PowerPoint, Publisher)
Excellent communication skills
Fluent in English and Italian
Possess a courteous and professional telephone manner
Preferred knowledge of LQA and Forbes standards
Preferred knowledge of PMS Infor HMS and Alice Concierge systems but not required
Seasonal Labor contract according to C.C.N.L. Settore Turismo
Complimentary nights worldwide as per Belmond Discovering policy
Employee discounts and Friends and Family rates across Belmond worldwide as per Belmond Discovering policy
Learning & development activities
Career opportunities within Belmond
Complimentary meals on duty
Uniforms dry cleaning
Lodging and residence cleaning for non residents
Tutti i CV devono essere inviati comprensivi di autorizzazione al trattamento dei dati personali in conformità al Regolamento UE n. 2016/679 - GDPR e saranno utilizzati esclusivamente per la selezione in corso.
L'offerta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91.