About Orient Express, a legendary brand since 1883, representing ultra-luxury hospitality within Accor Group. This brand is currently going through exciting phases of rebirth and expansion.
Our Cluster Reservations Agents
Will report to the Cluster Reservations Manager and manage the Reservations of the luxury Orient Express hotels in Italy.
Main Activities
* Reservations processes: Dealing with all processes of Reservations, including room bookings, cancellations, modifications, inquiries and assisting the Cluster Sales team reactively with groups' enquiries.
* Team working: Collaborating closely and synergically with Cluster Revenue team, Cluster Sales team and Hotels' Front Office teams to achieve performance targets and top-level service standards.
* Revenue Optimization: Contributing to optimize room occupancy and revenue, including dynamic pricing, promotional offers, and upselling techniques.
* Systems and Technology: Adopting efficiently the Reservations systems and technology platforms to enhance the Guests' experience.
* Training and Development: Attending training and development opportunities for Reservations staff to enhance the skills and knowledge.
* Guest Satisfaction: Maintaining high level of active listening, asking for Guests' feedback and proposing appropriate actions to address concerns and achieve top service delivery.
* Compliance: Ensuring consistent compliance with hotel policies, procedures and industry regulations related to reservations and data protection.
Prerequisites
* Degree in Hospitality Management, Business Administration or related field.
* Proven experience in reservations preferably in a Luxury Hotellerie and/or Trains international group.
* Excellent communication and interpersonal skills with a proactive, positive and flexible approach.
* Proficiency in Microsoft Office and Reservations systems, preferably Opera Cloud.
* Guests' centricity approach with active listening and commitment to delivering exceptional service.
* Ability to thrive in a fast-paced, dynamic environment and manage competing priorities effectively.
* English and Italian high confidence are mandatory; French confidence is a plus.
* Performance orientation and a forward-thinking approach in relation to the evolution of Reservations management within the group and latest market innovations.
* Legal right to work in Italy.