Back Office Agent Lazio

Back Office Agent
Roma
Lazio, Lazio

BACK OFFICE AGENT Main purpose: As a Reservation Coordinator, you will support the reservation processes by handling, checking, and registering all electronic reservations, Tour Operator's and OTA's extranet bookings, along with same-day reservation inquiries.

You will efficiently address Guests' requests received through the concierge prior to arrival, exceeding their expectations by providing relevant and insightful written information. Reports to: Front Office Manager.

Main duties & responsibilities: Download logs daily and check that all reservations have been interfaced with the PMS System, making all necessary amendments.

Handle Guests' correspondence for Concierge services, offer and arrange activities on-site (Restaurant bookings, private tours, car rentals, transfers, museums and theatres tickets, etc.

), and introduce interesting sightseeing activities, local and cultural events, as well as shopping experiences.

Provide information on hotel services: restaurants, bars, spa, special in-room amenities, babysitting, etc.

Work closely with Concierge team members and the Italian Central Reservations Office, providing assistance as needed.

We offer: Fixed-term contract according to C. C. N. L.

Settore Turismo.

Learning & development activities and career opportunities.

Opportunity to stay in one of our hotels at a reduced rate (35€ per night) upon reaching 6 working months.

You will also be entitled to a 50% discount at bars and restaurants of the Company and a 20% discount on wellness treatments at our Spa and on products "Irene Forte".

Staff celebrations.

Competencies required: Managing Team Performance: Sets high standards for oneself and Team Members, provides guidance, development, and takes corrective action to achieve consistently high levels of service.

Personal Effectiveness: Adapts interpersonal style and skills to achieve high-quality results.

Modifies behavior to accommodate certain individuals, situations, and different tasks.

Personal and team development: Seeks opportunities to learn and develop themselves and others to add value to the performance of the department and hotel.

Business awareness: Understands the direct connection between day-to-day service delivery and its impact on departmental, hotel, and company success.

Service excellence: Delivers service standards that consistently exceed guest expectations.

Technically skilled: Demonstrates and understands job requirements and displays the technical skills and knowledge required to perform the job well and in line with departmental SOPs.

Other requirements: Prior experience at Reservations, Front Desk, or Sales within a luxury segment hotel is highly preferred.

Reading, writing, and oral proficiency in English and Italian are essential.

A third European language would represent an advantage.

Computer proficiency in Microsoft Office (Outlook, Word, Excel).

Knowledge of Protel PMS is highly appreciated.

Must have excellent communication and organization skills and the ability to multitask and perform efficiently in a fast-paced service environment.

Flexibility to work on different shifts, weekends, and holidays is essential.

Professional appearance and manner.

Ability to manage emotions and build positive relationships with all levels of team members while remaining professional and service-oriented.

Able to maintain confidentiality at all times.

Please apply by forwarding your CV with full details and enclosing the approval to process personal data according to local privacy laws and standards (d. lgs.

196/03).

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