Reservations Agent Job at Marriott Bonvoy (Milan)

Job Description

Part of Marriott International, Casa Brera, a Luxury Collection Hotel, Milan is currently recruiting a Reservation Agent. This is full-time position, 5 days a week with 2 days off. The starting date is estimated in May. Located near the iconic Teatro alla Scala, Casa Brera, a Luxury Collection Hotel, Milan is an authentic expression of the city’s evocative spirit, intertwined with the rhythm of the Brera neighborhood. The hotel is a gateway to the rich tapestry of Milanese history, art and culture. An interpretation of the city’s timeless elegance, brought to life by celebrated designer, Patricia Urquiola, there are 101 guestrooms and 15 suites, including the refined Milanese Suite. Favored by locals and guests, Casa Brera, a Luxury Collection Hotel, Milan, is a must-visit location for worldly epicureans. Presenting a symphony of flavors, regional cuisine is redefined. A rare sky bar and restaurant, Etereo is where a rooftop pool and panoramic views meet exceptional gastronomy. In addition, guests can savor delicious breakfast options and enjoy classic Milanese aperitivo. Here, you will find an authentic and modern team that aims at crafting unique experiences that connect our guests with Milanese heritage in a welcoming and inclusive atmosphere.

Job Responsibility

Follow 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
Describe room accommodations and benefit feature sale amenities to guests
Communicate information regarding designated VIP reservations 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
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

Requirements

A warm, people-oriented demeanor and a team-first attitude
Positive outlook and outgoing personality
Flexibility, problem-solving skills and multi-tasking ability
Excellent 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)

Nice to have

Previous experience in similar roles
Technical knowledge of Marsha and Opera

What we offer

A 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

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Reservations Agent

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