Reservations Agent / Pbx Operator Milano

Reservations Agent / Pbx Operator
Milano
Lombardia, Milano

We currently have an opportunity for a talented Reservation Agent / PBX Operator to join our brand new "Casa", Casa Cipriani Milano.

You must possess the legal right to work in Italy and have fluency in English and Italian.

**Key Knowledge

- Hotel operations experience

- English & Italian Language

Any Property Management System (e. g.

Opera)

Excellent Communications Skills

**Key Function, generic and standard tasks

- Display, at all times, a friendly courteous and professional manner in all dealings with guests, patrons and employees

- Have the knowledge of general information for Casa Cipriani Milano

- Handle privately registered guests and understand the guest/staff confidentiality

- Determine what a potential guest is looking for in room accommodations and participate in problem solving situations while keeping the Management well informed

- Utilize the available tools to ensure maximum accuracy and recognition and coordinate with all departments

- Carry out duties that might be assigned by the immediate supervisor

- Prioritize and handle multiple tasks

- Be attentive to Guest needs and to find pride and purpose in providing exceptional service and product; to anticipate guests' personal preferences and the ability to exceed expectations

- Exhibit a sense of professionalism in his or her language and demeanor

- Be proactive in seeking to acquire knowledge to improve overall job effectiveness.

Keep an organized and clean workspace.

- Remain calm and attentive, displays concern regardless of the circumstances

**Key operational tasks and activities

Take all necessary reports such as:

- Operate the console and handle efficiently and effectively for wake-up, guest messages, DND requests, in-room dining requests

- Handle several internal and external telephone calls at any given time

- Provide general information and inquiries to all callers and is familiar with services, hours of operations, daily activities, special events etc.

- Utilize computer systems in retrieving, completing and updating room reservations

- Dealing with Travel Agencies: Commission, Proforma Invoices, Consortia (Fine Hotels & Resorts, Virtuoso etc.

)

- Understand allocation and coordinating with Front of the House Team to ensure the best allocations based on the Guests' needs

- Keep all support departments informed of necessary information or requests about the Guests

- Support the Sales & Events team by handling group rooming lists

- Able to use persuasive selling techniques to enhance the guest experience and improve call conversion

- Maximize all sales opportunities offering room upsell

- Have a thorough knowledge and understanding of all food and beverage items available through in room dining and all other F&B outlets.

- Able to offer alternative and upsell items.

- Answer the telephone professionally and cheerfully, including transferring and routing misdirected calls and taking messages

- Be proactive in offering to work additional shifts or hours, including weekends, in light of organizational demands.

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