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For the new opening of a 5*Hotel in Florence, branded Curio Collection by Hilton, we are looking for a ReservationAgent who will report to the Reservation Supervisor.
Listed below arethe mandatory & preferable requirements recognized as minimum level to beshort 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 operationsposition.
·Additional language (French or German would beconsidered a plus).
·Confident use of PMS (OnQPM).
OBJECTIVE OF THIS ROLE
The main objectives of thisrole are: i) negotiation and conversion of incoming individual reservationopportunities; ii) the ability to support clients; iii) follow clients in all phasesof the reservation process up to arrival.
The Reservation agent we are looking for must be organized, havegood communication skills, the ability to relate with clients over phone oremail, and perform with the operations team at property level.
Thecandidate will report to the Reservation Supervisor.
Location base: –Florence.
CORE JOB RESPONSIBILITIES & DUTIES
·Assisting andadvising customers who may be choosing from a variety of travel options.
·Makingreservations for customers based on their various requirements and budgetaryallowances, but also following Company and Brand standard procedures.
·Respond to allreservation requests in an engaging manner with the aim of converting eachrequest into a confirmed booking.
·Providescritical analysis of guests’ comments and reactions to selling procedures andpolicy.
·Checking accommodationavailability for customer desired travel dates.
·Helping plantravel itineraries by suggesting local tourist attractions and places ofinterest.
·Processingpayments and sending confirmation details to customers.
·Sorting anyissue that may arise with bookings or reservations.
·Selling andpromoting reservation services.
·Answering anyquestions customers may have about the reservation process.
·Upselling,when appropriate, by informing customers of additional services or specialpackages.
·Providingsupport to customers who may need to amend or cancel a reservation.
·Maintains apositive, open dialogue with all team members and vendors.
·Answersincoming calls.
·KeepsReservation Supervisor promptly and fully informed of all problems or unusualmatters of significance.
·Demonstratesknowledge of guesthouse accommodations, guest services, and local vendors.
·The Reservationagent will manage all transient reservations: direct, web, OTA, GDS,Wholesalers, FITs.
·Follows up onnew and existing reservations, ensuring that quality standards are observed asper assigned task list.
·Works closelywith 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 allinformation needed (rates, inventory, etc).
·Contribute on KPI conversion according to goals given.
PERSONALITY & SKILLS
These are the personalskills, qualities, and attributes the candidate will need to demonstrate inorder to carry out his/her job effectively.
·Plans, organizes, anduses a systematic approach to get things done.
·Manages own timeeffectively.
·Prioritizes actionsand manages tasks through to completion.
·Pitches information atthe appropriate level.
·Listens to the needsof others before contributing.
·Collaborative and ateam player.
·Develops positiveworking relationships at all levels.
·Seeks innovative solutions.
·Constantly reviews inorder to improve.
·Adapts quickly andpositively to new situations.
·Continues to beproductive in changing circumstances.
·Shows good listeningskills and the ability to anticipate business needs.
·Is capable of readingsituations, understanding environments, and responds accordingly.