Regional Reservations Agent

Job description

REGIONAL RESERVATION OFFICE ITALY At Rocco Forte Hotels, we are guided by strong values that reflect the culture and heritage of the Forte family. We celebrate the uniqueness of each destination through the passion and personality of our people. We continually strive for excellence and are committed to creating unforgettable experiences for our guests. If you are looking to grow in an environment that values quality, collaboration, and continuous development, this could be the perfect opportunity for you. Our Company Rocco Forte Hotels is a luxury hotel company, founded by Sir Rocco Forte and his sister Olga Polizzi in 1996. Its mission is to offer unique and personalized experiences in iconic European destinations such as Rome, Florence, Sicily, Puglia, the United Kingdom, Germany, and Belgium. The Role Within our organization, the Reservations Agent reports to the Regional Director of Reservations through the Regional Reservations Manager and Reservations Supervisor. Main Responsibilities: Familiarize constantly with all our Hotels and Resorts in the Italian Region, know their history, key selling points, outlets and activities. Familiarize with the regions the Hotels/Resorts are located in and what is possible to do in the surrounding areas, to be able to communicate these to our guests when needed. Knowledge of “who is doing what” (key relevant people) in our Region as well as in all our hotels. Technical Knowledge: PMS Opera Cloud, Microsoft 360, Sharepoint, Excel, telephone system Nethesis, CRS SynXis, OTAs portals. Comply with all systems and procedures as laid down by the company. Manage email correspondence following Rocco Forte brand standards and SOPs. Manage telephone conversations following RF as well as LQA standards. Desired score is 90% EI 4. Be able to define the selling status, rates, and benefits of all packages and rates plans. Determine room rates based on the selling tactics of the hotel. Knowledge of the credit policy of the hotel and how to code each reservation. Knowledge of all the hotels’ guarantee, deposit and cancellation policies. Monitoring advanced deposit requirements and Pay by Link tool when needed. Process cancellations and modifications and promptly relay this information to the front desk if needed. Maintain efficient communication with the Front Office colleagues (reception, guest relation, concierge), as well as Housekeeping, also with the use of departmental traces. Ensure all information input is correct in our PMS, as well as maintain and update guests’ information and travel agencies’ or companies’ profiles. Maintain the highest standards of guest service at all times, ensuring interactions remain genuine, authentic, and never misleading. Keeping a high level of self-control and resilience in stressful and challenging situations. Being result oriented: Know the departmental goals. Always maintain a sales attitude, not losing any sales opportunity to improve our conversion. Try to maximize room sales and revenue for the hotel. Promote goodwill by being courteous, friendly, and helpful to guests, managers, and fellow employees. Be ready to receive and give constructive feedback. Willingness to learn and embrace training opportunities. What do we offer? Unique growth opportunities: We offer career paths tailored to your ambitions, with opportunities to specialize or grow. Ongoing training and development (hard and soft skills) specific to your role and department. Inclusive and flexible environment: We foster an inclusive work environment that values diversity and ensures a work-life balance. Discounted hotel rates (€35 per night) for 6 months. You will also receive a 50% discount at Company bars and restaurants and a 20% discount on wellness treatments at our spas and on "Irene Forte" products. Initiatives for your well-being: BenefitHub portal with discounts on all products, flexible hours, and time management. A competitive salary enhanced by Discretional Service Appreciation structured fairly for all employees. Temporary Contract, CCNL Turismo. The annual gross salary is €25.300 . What are we looking for? Proficiency and fluency in written and spoken English (C1/C2), this is mandatory. Proficiency in a second language is considered an asset Previous experience as a Reservation Agent is highly desirable and will be regarded as a valuable asset Commitment to Excellence and High Quality Standards Results-oriented with a strong drive to achieve goals Ability to maintain composure and a positive attitude in challenging situations Active listening and empathy Curious, adaptable, and eager to learn Our recruitment process At Rocco Forte Hotels, we value transparency. Following an initial phone or email conversation, you will have individual interviews with the HR Director and the Area Sales Directors to further explore your profile and experience. If these stages are successful, you will then meet with the Managing Directors for a final interview. Regardless of the outcome, we will provide you with clear and constructive feedback throughout the process. Rocco Forte Hotels is an Equal Opportunity Employer and is committed to providing equal opportunities to all applicants. By submitting their application, candidates consent to the processing of their personal data for recruitment purposes, in accordance with applicable data protection legislation, including the General Data Protection Regulation (EU) 2016/679 (GDPR).