RESERVATIONS AGENT

Job Number Job Category Reservations Location W Milan, Piazzetta M.
Bossi 2, Milan, Italy, Italy VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Non-Management W Milan is currently recruiting for a Reservations Agent to support the pre and post opening activities for our property in Italy.
Reporting to the Reservation Manager, the Reservation agent is responsible for maximizing revenues through the handling of reservation enquires, requests, change and cancellations from guests via phone, email and other booking channels.
About us Located in the heart of Brera, W Milan aims to stand out in the city and become a real cultural hub.
The first real luxury lifestyle hotel embraces the authentic Milanese spirit and passions.
Its interior are designed by Studio Urquiola which reinterpreted the rationalist architecture of the original s building with a vibrant, contemporary interior design that captures the Milanese essence through its colors, materials, finishes and inspirations.
The hotel boasts an eclectic mix of culinary destinations.
A sophisticated Japanese restaurant, an authentic Italian restaurant in partnership with Michelin-star Chef Andrea Berton, a lounge where you can sip aperitivi and light Milanese snack and a unique rooftop complete with pool and lounge areas.
What we offer Join the pre opening team Professional career progression at international level in Marriott International Learning and development opportunities online, on the job and in class Discounts on hotel rooms, gift shop items, food and beverage Disruptive management & motivated and engaging Talents Charity events, Wellbeing activities through the TakeCare program Canteen service   What you’ll do  Follow Reservations procedures and policies as per instructions Process all reservation requests, changes, and cancellations.
Identify guest reservation needs and sell appropriate room type.
Verify availability of room type and rate.
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.
., 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.
Identify repeat guests using appropriate codes.
Input and access data in reservation system.
Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.
Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA 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 we’re looking for Fluent in English and Italian written and spoken, other languages are a plus  Previous experience as Reservation agent in a Luxury Hotel of at least one year Competent in reservation procedures and up-selling techniques A warm, people-oriented demeanor and a team-first attitude  Positive outlook and outgoing personality Flexibility, problem-solving skills and multi-tasking ability   Integrity and dependability Marsha, Opera, Empower as well as regular Windows Office applications   Explore our very big world As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark.
Joining us, you’ll get to entertain and meet people from all over the world as you build your experience.
You’ll find a place where your personality and ideas are appreciated just as much as the work you do.
And you’ll 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.
You’re welcomed here Our highest priority is making you feel as welcome as our guests.
We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll 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.
W Hotels’ mission is to Ignite Curiosity, Expand Worlds.
We are a place to experience life.
We’re here to open doors and open minds.
We are constantly inspired by new faces and new experiences.
A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe.
Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life.
If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels.
In joining W Hotels, you join a portfolio of brands with Marriott International.
Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.