Luxury Travel Concierge & Reservations Expert

Belmond Ltd.; Rapallo; On-site; EUR 24,000 - 26,000; Full time

Benefits offered by this job

Permanent contract within CCNL Turismo

RAL between € 24,000 and € 26,000

Incentive plan

Complimentary and preferred rate"

Harvard Management Online Training

Corporate Belmond and LVMH Benefits

Meals vouchers

Job summary

Belmond Travel Advisor in Italy, specialising in luxury travel sales and premium concierge services, supports guests from first enquiry to reservation with confidence and care.

Applicants bring proven experience with CRM and reservation systems, including Salesforce Omnichannel and Travel Studio, and demonstrate upselling capabilities while consistently meeting conversion targets. This role calls for strong English communication and a professional, personal approach to guest interactions.

Qualifications

• Prior experience in luxury travel sales, central reservations, hospitality operations, or premium concierge services.
• Hands-on experience with CRM and reservation management platforms (e.g., Salesforce Omnichannel, PMS/HMS, Travel Studio, or equivalent booking engines).
• Proven capability to handle inbound inquiries consultatively, execute upselling techniques, and consistently hit commercial conversion targets.
• Outstanding written and verbal communication skills in English; proficiency in additional European languages (Italian, French, or Spanish) is an asset.
• Strong organizational skills, precise attention to data entry details, and adaptability to evolving reservation technologies and AI-assisted workflows.

Responsibilities

• Represent the full Belmond portfolio with confidence, describing each product accurately and converting enquiries into reservations with care and credibility.
• Treat every booking, rate and availability enquiry as a meaningful sales opportunity, responding promptly, taking ownership of your work.
• Meet agreed service levels, including response times, queue management and case classification standards within Salesforce Omnichannel.
• Deliver assigned conversion targets by recognising sales opportunities and guiding guests confidently towards the right booking decision.
• Ensure every booking includes accurate guest details and as many relevant preferences as possible to support a personalised stay.
• Handle each interaction with professionalism, warmth and natural conversation, creating trust while reflecting Belmond’s standards.
• Deliver guest interactions that consistently reflect Belmond’s LQA standards, combining warmth, attention to detail and a personalised approach in every enquiry and reservation.
• Take time to understand the purpose of each trip, who the guest is travelling with and how familiar they are with Belmond, then shape the conversation accordingly.
• Within agreed guidelines, identify thoughtful opportunities to recognise and enhance the experience of loyal guests.
• Approach every reservation as an opportunity to enrich the stay by recommending relevant enhancements such as upgrades, transfers or curated experiences.
• Demonstrate strong working knowledge of HMS, Travel Studio, Salesforce Omnichannel and InfoHub, using technology to support efficiency and guest experience.
• Maintain guest profiles with care and accuracy, capturing relevant information at every interaction and identifying duplicate records where merging is required.
• Meet or exceed data capture targets by ensuring profiles are complete at the point of reservation and well prepared ahead of arrival.
• Identify opportunities to improve processes and suggest practical enhancements to the way systems are used.
• Act as a careful custodian of InfoHub, helping to ensure content remains accurate, relevant and rich enough to support both reservation conversations and pre-stay planning.
• Request additional content for InfoHub where information is missing or where there is an opportunity to strengthen storytelling and guest guidance.
• Provide ongoing feedback on AI routing to support continuous improvement, accuracy and stronger case management.
• Lead by example so that Belmond’s vision, standards and values are consistently visible in daily work.
• Present a professional image at all times, representing the company and the profession with care inside and outside the workplace.
• Understand, apply and communicate relevant Human Resources and Belmond policies as required.
• Act as an ambassador for Belmond in every interaction.
• Protect the security and confidentiality of guest, employee and company information at all times.
• Use resources responsibly and support efforts to reduce unnecessary waste.
• Share relevant information clearly with the department, line manager and cross-functional colleagues where appropriate.
• Comply with health and safety requirements and report accidents or defects without delay.
• Participate in learning, development and required eLearning activity to continue building capability.
• Demonstrate Belmond’s behaviours of Genuine Characters, Proud Custodians, Caring Hands & Hearts and a Pioneering Mindset in everyday practice.

Skills

Luxury travel sales

Central reservations

Upselling techniques

English (fluent)

Multilingual asset (Italian, French, 

Tools

Salesforce Omnichannel

PMS/HMS

Travel Studio

Job description

Belmond Travel Advisor in Italy, specialising in luxury travel sales and premium concierge services, supports guests from first enquiry to reservation with confidence and care.

Applicants bring proven experience with CRM and reservation systems, including Salesforce Omnichannel and Travel Studio, and demonstrate upselling capabilities while consistently meeting conversion targets. This role calls for strong English communication and a professional, personal approach to guest interactions.