Additional Information\nJob Number\n26046407
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Job Category\nReservations
\nLocation\nCasa Brera a Luxury Collection Hotel Milan, Piazzetta M Bossi No 2, Milan, Milan, Italy, 20121VIEW ON MAP\n
Schedule\nFull Time
\nLocated Remotely?\nN\n
Position Type\nNon-Management
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Part of Marriott International, Casa Brera, a Luxury Collection Hotel, Milan is currently recruiting a Reservation Agent.
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- This is full-time position, 5 days a week with 2 days off.
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- The starting date is estimated in May.
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\nAbout Us\nLocated near the iconic Teatro alla Scala, Casa Brera, a Luxury Collection Hotel, Milan is an authentic expression of the city’s evocative spirit, intertwined with the rhythm of the Brera neighborhood. The hotel is a gateway to the rich tapestry of Milanese history, art and culture. An interpretation of the city’s timeless elegance, brought to life by celebrated designer, Patricia Urquiola, there are 101 guestrooms and 15 suites, including the refined Milanese Suite.\nFavored by locals and guests, Casa Brera, a Luxury Collection Hotel, Milan, is a must-visit location for worldly epicureans. Presenting a symphony of flavors, regional cuisine is redefined. A rare sky bar and restaurant, Etereo is where a rooftop pool and panoramic views meet exceptional gastronomy. In addition, guests can savor delicious breakfast options and enjoy classic Milanese aperitivo\n
Here, you will find an authentic and modern team that aims at crafting unique experiences that connect our guests with Milanese heritage in a welcoming and inclusive atmosphere.
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The impact you’ll make Our jobs aren’t just about processing reservations in the system. Instead, we want to build an experience that is memorable and unique. From the first call or the first email, our Reservations Agents take the initiative to deliver a personalized and attentive service that guide guests through their entire stay.
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They are empowered to go the extra-mile and suggest options, room types and ideas while carefully listen to the guests’ needs and requests. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the hotel, they make transactions feel like part of the Casa Brera experience.
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No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring tone of voice and communication style are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Reservations Agent – to get it right for our guests and our business each and every time.
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What You’ll Do
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- Follow Reservations procedures and policies as per standard operating procedures and hotel identity.
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- Process all reservation requests, changes, and cancellations in the internal company systems.
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- Identify guest reservation needs and upsell as appropriate.
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- Verify availability of room type and rate in collaboration with Revenue and Front of the House departments.
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- Sell the most appropriate room type to meet guest requirements and maximize room rate.
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- Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
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- Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
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- Describe room accommodations and agevolazioni feature sale amenities to guests.
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- Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management.
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- Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
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- Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front of the House..
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- Communicate with Sales team and property associates to resolve errors related to group market codes not matching in the systems.
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- Set-up proper billing accounts according to accounting policies.
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- Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
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- Protect the privacy and security of guests and coworkers.
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- Maintain confidentiality of proprietary materials and information.
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- Assist other employees to ensure proper coverage and