Guest services Reservations Agent
Belmond, Italy
Job Description
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 amp; 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
Requirements
Soft skills:
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.
Requirements:
- 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
Benefits
We offer:
- 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 amp; development activities
- Career opportunities within Belmond
- Complimentary meals on duty
- Uniforms dry cleaning
- Lodging and residence cleaning for non residents