TO & OTA – Partner Support Agent - Central Reservations Office Milano

Baglioni Hotels & Resorts

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TO & OTA – Partner Support Agent - Central Reservations Office Milano

About the job

We are looking for a friendly, professional, and customer-oriented Partner Support Agent to join our team. You will be responsible for all the reservations coming from 3^rd parties operators and answering incoming calls from Tour Operators and Online Travel Agencies, providing information, resolving issues, and ensuring customer satisfaction. You will be working in a fast-paced and dynamic environment, where you will need to have excellent communication, problem-solving, and multitasking skills. Responsibilities The Agent will report to Baglioni Revenue Director and will be involved in the following areas and activities for all Baglioni properties based in Italy, London and Maldives:

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.

Interested parties, of both sexes (L. 903/77), are invited to send a detailed CV, with attached consent to the processing of data pursuant to art. 13 RGPD 679/2016

IMPORTANT Only the CVs of suitable candidates will be taken into consideration, all the others, if we do not make ourselves heard within 15 days, will be inserted into our database for future company needs.

Department: Reservations

About you

Language required: Italian.

The company

Our Group was created in 1974, when Roberto Polito built his first establishment in Punta Ala, Tuscany (Hotel Cala del Porto), working with his wife Lisa to develop a unique concept of hospitality in terms of life experience: a journey in the Italian style through its culture and various traditions.

With this in mind, we developed a Collection which currently counts 8 exclusive hotels and 1 resort mainly located in period buildings in the historical centres of Europe’s major cities of art. There are five hotels in Italy, two in France and one in the heart of London, a hotel inaugurated in March 2004, marking a significant turning point in the design concept for our Collection.

Today, our great adventure is beginning afresh courtesy of the family’s younger generation, Luca Magni and Guido Polito, the Group’s CEO, who are guiding the company towards new international projects.

One of the most significant examples of the new management is the idea behind the Baglioni Hotel in London, with its innovative style that has reinvigorated the image of the brand thanks to a close attention to detail, the careful selection of materials, and a constant balance between tradition and modernity, in the search for a less formal and more subtle vision of elegance and hospitality. This new concept of contemporary luxury is aimed at an increasingly demanding public that is attentive to new trends, such as our most exclusive suite – Roman Penthouse – a 590 sqm apartment with the best panoramic view of the Eternal City.

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