Luxury Reservation Consultant- Italian Speaker

Accor DE/DE; Barcelona; On-site; EUR 40,000 - 50,000; Full time

Job summary

Accor Global Reservation Centre in Barcelona is seeking a Luxury Reservation Consultant to handle inbound bookings for our luxury hotels worldwide. You will engage guests, recommend options, and reserve rooms while showcasing amazing locations.

The role emphasizes storytelling, active listening, and delivering exceptional service. You will contribute to sales targets and loyalty program growth with rotating AM/PM schedules in a vibrant, international team.

Qualifications

• Education and/or work experience in sales, customer service, hospitality, or tourism industries.
• Experience in luxury travel will be an asset.
• Native Italian, proficiency level in French is a strong asset.
• Fluency in English (C1) is required
• Computer literate

Responsibilities

• Handle inbound booking calls with a luxury attitude and sales focus.
• Understand guest needs and act as a brand ambassador throughout the experience.
• Create connections with guests through storytelling and listening.
• Upsell and cross-sell available products and services.
• Process and manage bookings in internal systems, including modifications and cancellations.
• Manage guest accounts and loyalty program enrollment and data changes.
• Respond to guest demands and concerns professionally.
• Maintain professional relationships with internal/external teams for a seamless experience.
• Build long-lasting relationships to foster brand loyalty.

Skills

English (C1)

Italian (native)

French (asset)

Sales experience

Customer service

Active listening

Time management

Teamwork

Education

Sales, hospitality education or experience

Tools

CRM software

Booking platforms

Job description

Company Description

Would you like to work for a company where hospitality is a work of heart and you can be all you are?

Our purpose is to pioneer the art of responsible hospitality, connecting cultures with heartfelt care. With over 230,000 hospitality experts in more than 40+ hotel brands, we nurture a real passion for service and achievement beyond limits.

At the Accor Global Reservation Centre, we offer memorable experiences to our clients.
You will be part of an international team helping guests offering them the best experience when making the reservation in the luxury hotels around the world. You will be sharing your expertise and knowledge of our spectacular, world-class locations and properties while having authentic conversations with guests.

Job Description

As a Luxury Reservation Consultant, you will be a key member of our Global Reservation Centre based in Barcelona, handling inbound booking calls and utilizing your sales skills to offer knowledgeable recommendations while reserving rooms and suites for our luxury brand hotels worldwide. You will leverage your expertise and passion for our spectacular, world-class locations and properties to engage guests in authentic conversations, driving bookings and maximizing revenue. Your ability to understand guest needs and provide tailored solutions will be key in delivering exceptional service and achieving sales targets.

Main Duties

• Answering guest requests with new or existing bookings with a luxury attitude and language in an unscripted environment while using sales oriented techniques
• Fully understanding customer´s needs and acting as a brand ambassador throughout the entire luxury travel experience
• Create a true connection with our guests through storytelling and active listening.
• Upselling and cross-selling around available products and services
• Processing and managing bookings in our internal systems for hotels, including modifications, payments, and cancellations.
• Managing guest accounts and guest enrollments within the loyalty program, including modifications of their personal data.
• Handling any guest demands and concerns in a professional and positive manner.
• Communicating and maintaining a professional relationship with other team members involved (internal/external) to ensure a seamless guest experience.
• Establishing and maintaining a long-lasting professional relationship with the customers, resulting in brand loyalty

Other Responsibilities

• Continuous adhering to GDPR and PCI principles
• Being a curious and enthusiastic learner and keeping oneself up to date with the worldwide trends in the luxury travel industry
• Living the Heartist® culture and values and contributing to the success and growth of the Luxury Reservation Centre in Barcelona
• Following ACCOR´s Sustainability Policies and Corporate Ethics and other internal policies.

Qualifications

• Education and/or work experience in sales, customer service, hospitality, or tourism industries.
• Experience in luxury travel will be an asset.
• Native Italian, proficiency level in French is a strong asset.
• Fluency in English (C1) is required
• Computer literate
• Passionate about travel and hospitality
• Active listening : Ability to understand and respond to guests' needs while adapting a sales oriented speech
• Excellent verbal and written communication and interpersonal skills
• Strong understanding of customer service principles and best practices
• Exceptional organizational, and time management abilities
• Strong sense of responsibility and accountability
• Genuinely curious and eager to self-develop
• Team spirit
• Respectful and collaborative within a diverse multicultural environment

Additional Information

Must be currently legally entitled to work part-time in Spain

• 39 hours/week contract
• AM & PM Schedules
• Rotative Days Off

Our Commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.

Dowhat you love, care for the world, dare to challenge the status quo! BELIMITLESS
What It’s Like to Work at Accor Global Reservation Centre:

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