Job Description For the new opening of a 5* Hotel in Florence, branded Curio Collection by Hilton, we are looking for a Reservation Agent who will report to the Reservation Supervisor.
We will insert this figure from February 2025.
Listed below are the mandatory & preferable requirements recognized as minimum level to be short listed for this role.
Mandatory: · A minimum 2 years of travel industry experience.
· Native or fluent in Italian (written and spoken).
· Fluent in English (written and spoken).
· Must be an EU Citizen or possess an Italian work visa.
Preferable: · Highly computer literate.
· A minimum of 2 years in a reservations or operations position.
· Additional language (French or German would be considered a plus).
· Confident use of PMS (OnQPM).
OBJECTIVE OF THIS ROLE The main objectives of this role are: i) negotiation and conversion of incoming individual reservation opportunities; ii) the ability to support clients; iii) follow clients in all phases of the reservation process up to arrival.
The Reservation agent we are looking for must be organized, have good communication skills, the ability to relate with clients over phone or email, and perform with the operations team at property level.
The successful candidate should demonstrate a clear commitment to the importance of the brand's philosophy, possess strong written and oral communication skills, as well as being experienced in negotiation and time management.
The company also requires the candidate to follow all procedures and plans in order to contribute to achieving and exceeding revenue targets.
The candidate will report to the Reservation Supervisor.
Location base: – Florence.
CORE JOB RESPONSIBILITIES & DUTIES · Assisting and advising customers who may be choosing from a variety of travel options.
· Making reservations for customers based on their various requirements and budgetary allowances, but also following Company and Brand standard procedures.
· Respond to all reservation requests in an engaging manner with the aim of converting each request into a confirmed booking.
· Provides critical analysis of guests' comments and reactions to selling procedures and policy.
· Checking accommodation availability for customer desired travel dates.
· Helping plan travel itineraries by suggesting local tourist attractions and places of interest.
· Processing payments and sending confirmation details to customers.
· Sorting any issue that may arise with bookings or reservations.
· Selling and promoting reservation services.
· Answering any questions customers may have about the reservation process.
· Upselling, when appropriate, by informing customers of additional services or special packages.
· Providing support to customers who may need to amend or cancel a reservation.
· Maintains a positive, open dialogue with all team members and vendors.
· Answers incoming calls.
· Keeps Reservation Supervisor promptly and fully informed of all problems or unusual matters of significance.
· Demonstrates knowledge of guesthouse accommodations, guest services, and local vendors.
· The Reservation agent will manage all transient reservations: direct, web, OTA, GDS, Wholesalers, FITs.
· Follows up on new and existing reservations, ensuring that quality standards are observed as per assigned task list.
· Works closely with the operations team to ensure a high level of customer satisfaction.
· Other duties and responsibilities as assigned.
· Constant update of CRM with opportunity updates, calls, account information, tasks, and projects.
· Ensure that PMS (OnQ) are properly and regularly updated with all information needed (rates, inventory, etc).
· Contribute on KPI conversion according to goals given.
PERSONALITY & SKILLS These are the personal skills, qualities, and attributes the candidate will need to demonstrate in order to carry out his/her job effectively.
· Plans, organizes, and uses a systematic approach to get things done.
· Manages own time effectively.
· Prioritizes actions and manages tasks through to completion.
· Pitches information at the appropriate level.
· Listens to the needs of others before contributing.
· Collaborative and a team player.