For the new opening of a 5* Hotel in Florence, branded Curio Collection by Hilton, we are looking for a Booking Agent who will report to the Booking 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. 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 - 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. Contratto di lavoro: Tempo determinato Benefit: - Mensa aziendale Disponibilità: - Orario flessibile Retribuzione supplementare: - Quattordicesima - Tredicesima Esperienza: - Reservation Agent: 2 anni (Preferenziale) Data di inizio prevista: 03/02/2025