To get our guests’ memorable experiences off to an unforgettable start, we’re looking for a Reservation Agent for our iconic Hotel Hassler Roma, who can make the booking process feel seamless. The ideal candidate will manage reservations with precision and a personalized approach, ensuring every detail is handled efficiently from the initial inquiry to post-stay follow-up.
With at least 2 years of experience in Reservations, within the luxury hospitality industry, you’ll bring confidence, organization, and a guest-centric mindset to every interaction. You’ll offer exceptional local insights, collaborate closely with the Sales team, and anticipate every request to make our guests feel right at home – ensuring each stay begins flawlessly and ends memorably.
Key responsibilities:
- Kicking off truly memorable guest experiences with the warmest of welcomes;
- Handling booking systems effectively, maximising conversion opportunity through a customised offer process;
- Making the booking process feel swift and seamless, tailor-making the customer’s offer according to its preferences;
- Creating contracts taking care of all aspects of the agreement, including taking, managing, and receiving payments for guest bookings;
- Efficiently handling all aspects of the reservation, from guest preferences to additional services;
- Staying one step ahead of our guests’ needs to anticipate requests and offer tailored recommendations;
- Being our guests’ trusted contact – helping with requests;
- Following quality standards: Adhering to specific hotel collection criteria, such as LHW/LQA (Leading Quality Assurance) standards;
- Efficiently coordinating with other operational departments to ensure guests’ successful stay;
- Reporting to Groups and Reservation Manager.
What we need from you:
- Communication skills – guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to;
- Your problem-solving skills will turn issues into opportunities so every guest can start their stay with a good feeling, and every colleague will be at ease talking to you;
- Fluency in Italian & English language – extra language skills would be an asset;
- Skilled in written communication and computer use- you’ll need a solid knowledge of reading, writing, basic maths and computer skills, including familiarity with Protel PMS;
- An experience of at least two years in Reservation department represents a plus.
