BACK OFFICE AGENT

Main purpose:
As a Reservation Coordinator you will give support to the reservation processes in handling, checking and registering into the PMS all electronical reservations, Tour Operator’s and OTA’s extranet bookings, together with same day reservation enquiries. Will be efficient in addressing Guests’ requests received through the concierge prior to arrival, exceeding their expectations by providing relevant and insightful written information.
Reports to: Front Office Manager.

Main duties & responsibilities:
• Download logs on a daily basis and check that all reservations have been interfaced with the PMS System, making all necessary amendments.
• Handling Guests’ correspondence for Concierge services, offer and arrange activities on sight (Restaurant bookings, private tours, car rentals, transfers, museums and theatres tickets, etc.), and introduction of interesting sightseeing activities, local and cultural events as well as shopping experiences.
• Provide information on hotel services: restaurants, bars, spa, special in-room amenities, baby sitting, etc.
• Work closely with Concierge team members and the Italian Central Reservations Office providing assistance as needed.

We offer:
• Fixed-term contract according to C.C.N.L. Settore Turismo.
• Learning & development activities and career opportunities.
• Opportunity to stay in one of our hotels at a reduced rate (35€ per night) upon reaching 6 working months. You will also be entitled to 50% discount at bars and restaurants of the Company and 20% discount on wellness treatments at our Spa and on products "Irene Forte".
• Staff celebrations.

Competencies required:
• Managing Team Performance: Sets high standards for oneself and Team Members, provides guidance, development and takes corrective action in order to achieve consistently high levels of service.
• Personal Effectiveness: Adapts interpersonal style and skills so that high quality results are achieved. Modifies behaviour to accommodate for certain individuals, situations and different tasks.
• Personal and team development: Seeks opportunities to learn and to develop themselves and others in order to add value to the performance of the department and hotel.
• Business awareness: Understands the direct connection between day-to-day service delivery and how it impacts departmental, hotel and company success.
• Service excellence: Delivers service standards, which consistently exceed guest expectations.
• Technically skilled: Demonstrates and understands job requirements and displays the technical skills and knowledge required to perform job well and in line with the departmental SOPs.

Other requirements:
• Prior experience at Reservations, Front Desk or Sales within a luxury segment hotel is highly preferred.
• Reading, writing, and oral proficiency in English and Italian are essential. A third European language would represent an advantage.
• Computer proficiency in Microsoft Office (Outlook, Word, Excel).
• Knowledge of Protel PMS highly appreciated.
• Must have excellent communication and organization skills and the ability to multitask and perform efficiently in a fast paced service environment.
• Flexibility to work on different shifts, weekends and holidays is essential.
• Professional appearance and manner.
• Ability to manage emotions and build positive relationships with all levels of team members, whilst remaining professional and service oriented.
• Able to maintain confidentiality at all times.

Please apply forwarding your CV with full details and enclose the approval to process the personal data according to local privacy laws and standards (d.lgs. 196/03).