Responsibilities

• Reservation, sales and operators assistance activities via phone or via e-mail;
• Formulate Offers and Follow Up with conversion objectives;
• Check all reservations coming from external systems (GDS, Website, OTAs) and run Protection activity when needed;
• Insertion of reservations and data entry into the PMS assuring all details are correct (Market Segmentation, Guest Details, Rates etc. );
• Personized management for special reservations (VIP, Special room types, Friends & Family ecc.);
• Management of cancellations and regrets;
• Complaint management, in coordination with other departments, in order to promptly satisfy requests;
• Cross-selling di services ed experiences;
• Liaise with colleagues of the hotel to manage special requests and resolve problems.

Qualifications

• High school diploma or equivalent;
• At least one year of experience in customer service, call center, or reservations field in the hotel industry;
• Proficient in Microsoft Office and CRM software;
• Excellent verbal and written communication skills in English;
• Ability to communicate effectively with customers of diverse backgrounds, cultures and personalities;
• Ability to handle difficult and stressful situations with professionalism and empathy;
• Ability to work independently and as part of a team;
• Ability to work flexible hours, including weekends, holidays, and evenings.

Benefits

• Competitive salary and performance-based incentives;
• Career development and growth opportunities.