Reservation Agent

Part of the Luxury Group of Marriott International, Casa Brera is currently recruiting Reservations Agent to join the pre-opening team made of modern and authentic hospitality professionals.

Reporting to Reservations Manager, the role will cover all tasks related to the reservations flow.This is full-time position, 5 days a week with 2 days off.The starting date is estimated in July.

About usPart of the Luxury Group of Marriott International, Casa Brera is an unexpected gateway in the heart of Brera set to open its doors in autumn 2024.

Reinterpreted by Studio Urquiola, Casa Brera features 116 sophisticated guestrooms including 15 suites and the Milanese Suite. Hidden behind a rationalist façade, you will find a world of international elegance, transcending the traditional hotel experience. Our hotel promises cosmopolitan luxury, authentic lifestyle and a timeless Milanese elegance.

A Culinary hub, here flavors and sounds from different places seamlessly interlace. Odachi, showcases authentic Japanese cuisine in a cosmopolitan setting while those looking for a truly Italian experience can indulge at Scena by Michelin star Chef Andrea Berton. The Living is a welcoming space for guests to socialize over aperitivo and Milanese light bites. By night, the rooftop’s skybar transforms into an unmissable destination, with a pool and lounge areas providing the perfect spot to soak up the energy and skyline of the city.

Join Casa Brera, the new place to be in Milan, where an authentic and modern team crafts unique experiences that connect our guests with Milanese heritage in a welcoming and inclusive atmosphere.

The impact you’ll makeOur 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. 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.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.

Join a pre-opening lifestyle luxury hotelWorking during the pre-opening phase of a luxury lifestyle hotel is an incredible opportunity to gain strong expertise in hospitality and a great exposure to Marriott International EMEA leaders. This can remarkably accelerate your career growth within the company and provide you the right tools to be involved in other openings at national and international level. It is indeed a challenging experience but surely a rewarding one

What you’ll doFollow Reservations procedures and policies as per standard operating procedures and hotel identity.Process all reservation requests, changes, and cancellations in the internal company systems.Identify guest reservation needs and upsell as appropriate.Verify availability of room type and rate in collaboration with Revenue and Front of the House departments.Sell the most appropriate room type to meet guest requirements and maximize room rate.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.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).Describe room accommodations and benefit feature sale amenities to guests.Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management.Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front of the House..Communicate with Sales team and property associates to resolve errors related to group market codes not matching in the systems.Set-up proper billing accounts according to accounting policies.Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.Protect the privacy and security of guests and coworkers.Maintain confidentiality of proprietary materials and information.Assist other employees to ensure proper coverage and prompt guest service.Coordinate tasks and work with other departments to ensure that the department runs efficiently.

What you’ll need:A warm, people-oriented demeanor and a team-first attitudePositive outlook and outgoing personalityFlexibility, problem-solving skills and multi-tasking abilityExcellent knowledge of English and Italian (both writing and speaking)Previous experience in similar roles is a big plus.Ideally, technical knowledge of Marsha and Opera.Excellent knowledge of Office365 (outlook, teams, excel)

What we offerA unique opportunity to be part of a luxury lifestyle hotel where we celebrate your unique talent.Part of Marriott International, the largest hospitality brand in the world- this means national and internal promotion opportunities for the right candidates. The sky is your limit here.World class training and development programs tailored to enhancing your skills and help you grow within the Marriott family.Work alongside some amazing talent- award winning, experienced hospitality professionals.Discounted room nights, meals, and spa access in more than 9,000 hotels worldwide-because your wellbeing means so much.Discounts for your friends and family.5euros breakfast when staying at any of our European hotels.Performance and Recognition programs.Wellness and sustainability initiatives.

Explore our very big worldAs a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

You’re welcomed hereOur highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.Role: Reservation AgentJob Type: Permanent ,

Full TimeLocation: Milan,

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