Reservations Agent Casa Brera

Part of Marriott International Casa Brera a Luxury Collection Hotel Milan is currently recruiting a Reservation Agent.

Reporting to Director of Housekeeping the role will cover Housekeeping tasks.

• This is full-time position 5 days a week with 2 days off.
• The starting date is estimated in May.

About us

The impact youll make

Our jobs arent 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.

What youll do

• 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 (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 youll need:

• 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)

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 9000 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 world

As a world-class leader in the travel industry theres no better place than Marriott International to make your mark. Joining us youll get to entertain and meet people from all over the world as you build your experience. Youll find a place where your personality and ideas are appreciated just as much as the work you do. And youll 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.

Youre welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know youre important to us and that youll make an impact in your role and for that youll 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.