Reservation Team Agent Anglo American Hotel Florence

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