Reservation Specialist

The Wilde; Milano; In loco; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

Join an exclusive member club as a Reservation Officer, where you will deliver exceptional service through efficient handling of reservations and member interactions in a luxurious hospitality environment. Your role will involve supporting reception staff, managing reservations, and upholding high standards of service.

Competenze

• Minimum of 3 years' experience in luxury hospitality.
• Fluency in English and Italian.
• Proficiency in database management tools and MS Office.

Mansioni

• Handle reservations and communication, ensuring top-notch member service.
• Maintain accurate records of member preferences.
• Assist reception staff and promote club offerings.

Conoscenze

Communication

Customer Service

Problem Solving

Attention to Detail

Team Collaboration

Strumenti

SevenRooms

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Descrizione del lavoro

Job purpose: As a Reservation Officer at our exclusive member club, your role is vital in providing exceptional service to our esteemed members through efficient handling of reservations, enquiries, and requests. Working closely with the reception team, you will ensure seamless communication and uphold the highest standards of hospitality.

Main Activities and Responsibilities:

1. Respond swiftly to email enquiries (within 20 minutes) and telephone calls (within 3 rings), providing courteous and helpful assistance.
2. Make reservations, communicate changes or cancellations to the FOH team, and allocate tables for special requests according to club rules and operations.
3. Confirm reservations and log cancellations and no-shows, following up with the Director of Membership as necessary.
4. Study member profiles to brief the FOH team and other relevant departments, ensuring personalized service delivery.
5. Maintain accurate records of member preferences and requests to enhance future visits, updating contact details as needed.
6. Answer general enquiries about club facilities, services, and policies, demonstrating comprehensive knowledge and professionalism.
7. Support reception staff and actively promote club products, events, and spaces to drive revenue and enhance member satisfaction.
8. Program out-of-hours telephone messages and auto-response emails to ensure timely communication with members.
9. Perform general departmental administration tasks to support smooth operations.
10. Manage other activities relating to or resulting from the above responsibilities.

Key Competencies and Requirements:

• Minimum of 3 years' experience in a similar role within the luxury hospitality industry.
• Fluent written and spoken English.
• Proficiency in database management tools such as SevenRooms.
• Comfortable using Microsoft Excel, Word, and PowerPoint.
• Excellent communication skills, both verbal and written, with a proactive approach to guest service.
• Friendly demeanor with a genuine desire to support colleagues and create positive interactions.
• Willingness to work flexible hours, including evenings, weekends, and during special events.
• Discretion, empathy, and confidentiality in handling sensitive information.
• Knowledge of one or more foreign languages (minimum fluent in Italian and English).

General Knowledge and Technical Skills:

• Understanding of luxury hospitality standards and guest service protocols.
• Familiarity with reservation management systems and Microsoft Office suite.
• Ability to anticipate guest needs and provide personalized service in a fast-paced environment.
• Methodical and meticulous approach to maintaining databases and records.

Personal and Interpersonal Skills:

• Exceptional interpersonal skills: Engage effectively with members and guests in a friendly and charming manner.
• Proactive attitude: Anticipate member needs and provide personalized assistance with genuine care and attention to detail.
• Collaborative team player: Work well with colleagues across departments to ensure seamless service.
• Strong problem-solving skills: Handle inquiries and resolve issues promptly and professionally.
• Positive attitude and resilience: Maintain composure and grace under pressure, committed to delivering outstanding service.