Reservation Agent

Property: Bvlgari Hotel MilanoDepartment: Sales & Marketing (Reservations)Reports to: Director of Sales & MarketingLocation:Milan, ItalyPosition Summary:The Reservation Agent is responsible for handling all reservation inquiries with the highest level of accuracy, efficiency and luxury service mindset, ensuring a seamless guest journey from first contact to confirmation. The role supports revenue optimization and brand positioning through confident selling, attention to detail, proactive follow-up, and consistent alignment with LQA standards and Bvlgari hospitality values.Guest Experience & LQA Standards:Handle all reservation requests (phone, email, web and internal channels) with impeccable etiquette, warm tone and luxury language in line with LQA expectations.Deliver a consistently polished guest interaction: proper greeting, active listening, clear communication, personalization, and professional closing.Anticipate guest needs by capturing preferences, special occasions, and relevant guest profile details to enhance pre-arrival experience.Manage concerns professionally and promptly, escalating when needed, ensuring follow-up and closure.Reservations Operations:Create, modify and cancel reservations accurately in OPERA PMS, ensuring correct room types, rate codes, market segmentation, packages, and routing/billing instructions.Maintain complete and accurate guest profiles in OPERA (contact details, preferences, stay history, VIP notes where applicable).Ensure all confirmations are clear, complete, and sent within required timelines; verify guarantees, deposits, and cancellation policies.Use OPERA tools (notes, traces, routing, alerts) to ensure seamless handover to Front Office and other departments.Perform daily quality checks to ensure reservation data integrity and avoid discrepancies at check-in/check-out.Apply refined selling techniques: promote higher categories, packages and experiences, with a brand-appropriate approach (elegant, consultative, never pushy).Support revenue strategies by ensuring rate integrity and correct application of negotiated rates/promotions.Identify opportunities and refer qualified leads to Sales/Events (corporate, groups, long stays, VIP requests).Liaise with Front Office, Concierge, Housekeeping and F&B to communicate guest needs and special requests ahead of arrival (via OPERA notes/traces and direct communication as needed).Support pre-arrival coordination for VIPs and special occasions, ensuring accurate internal notes and follow-up.Maintain organized records of correspondence and follow-ups.Support departmental reporting and daily operational checks (pick-up, cancellations, no-shows, VIP lists) when required.Ensure full compliance with brand standards, data privacy requirements, and internal policies.Required skills:Luxury service mindset and strong attention to detail aligned with LQA standards.Excellent written and verbal communication skills; confident and professional phone manner.Strong accuracy, organization and ability to prioritize under pressure.Sales attitude with a guest-centric, polished upselling approach.Team spirit, discretion, and ownership mentality.Proven ability to use OPERA PMS for reservations, profile management, billing instructions and internal communication (notes/traces).Knowledge of Marriott systems (where applicable) is a plus.Strong proficiency with MS Office (Outlook, Excel, Word).Languages:Fluent Italian and English (spoken and written) are mandatory.Experience:Previous experience in Reservations / Front Office / Sales support within a luxury hotel environment preferred.Flexibility to work shifts/weekends/holidays as per operational needs.