Reservations Manager

Httclub; Bolzano; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A prominent company in Bolzano is seeking a Customer Service Manager to lead a team ensuring top-notch service for both internal and external clients. The role requires a passionate leader with 6-10 years of experience in customer support environments and a strong background in project management. Candidates should possess excellent communication skills in English and Italian, and knowledge of SAP is a plus. The position emphasizes team development and operational excellence, with minimal travel requirements.

Competenze

• 6-10 years of experience in Customer Service or Order Management with 5 years in a supervisory position.
• Preferred experience in Medical Devices.
• Strong analytical and computer skills.

Mansioni

• Manage a team of Customer Service representatives autonomously.
• Ensure efficient operations and a strong team culture.
• Monitor staffing to satisfy customer needs.

Conoscenze

Customer Service Excellence

Effective Communication

Team Leadership

Project Management

Problem Solving

Formazione

Relevant Bachelor's Degree

Strumenti

SAP

Descrizione del lavoro

Lead the Customer Service team organize and manage activities to ensure a world class experience is delivered to external and internal customers throughout the use of best practices and continuous process improvement. Responsible that the training activities are deployed in accordance to our needs and delivered on time and quality.

Roles and Responsibilities

• Manage in full autonomy a team of Customer Service representatives that are providing operational/business support to internal and external customers on company products and services.
• Exercise full management authority including recruitment employee development Performance reviews pay decisions discipline actions.
• Identify and drive team goals in line with department goals.
• Ensure efficient operations and build a strong team culture.
• Responsible for employee training including product knowledge proper language / communication and support of overall service requirements.
• Monitor staffing requirements to ensure adequate resources are in place to effectively support daily volume and satisfy customer needs.
• Manage all facets of customer retention including participating in the resolution of customer concerns and escalated issues.
• Participate to projects that will result in enhanced system capabilities process improvements and implementation of new Customer Service strategies.
• Develop and maintain key performance indicators to monitor team performance and effectiveness.
• Work cross-functionally to identify drive and maintain key business opportunities and requirements.
• Ensure smooth and efficient execution of initiatives such as product launches and field actions support.
• Ensure a solid business partnership with Customer Success Sales & Marketing Service management and other key support functions to be one face to the customer.
• Ensure that team performance is aligned with Customer Service Level Agreements as defined by Department Management.
• Ensure compliance with the QMS and SOX rules.
• Develop and distribute reports to internal and external management as necessary.

Qualifications

We are looking for an individual with high energy and focused on delivering excellent customer service. Someone who can inspire a multicultural team through highly effective communication and individual development opportunities. The ability to drive organizational efficiency with a collaborative and solution-based approach is a must.

• 6-10 years of experience working in Customer Service/Order Management/Supply chain environment with a minimum of 5 years in a management/supervisory position.
• Preferred experience in Medical Device with strong analytical and computer skills (SAP knowledge a plus).
• Demonstrated success in project management.
• Strong knowledge of Quality management and Complaint handling.
• Excellent oral and written communication skills in English and Italian.
• Ability to participate and contribute to meetings with Company Executives and present to large audiences.
• Flexible and able to work in a dynamic fast paced work environment. Having worked in a US group is a plus.
• Able to work independently with minimal supervision.
• Minimal travel required (<10%).

Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees and prohibit discrimination and harassment of any type without regard to race sex pregnancy sexual orientation gender identity national origin color age religion protected veteran or disability status genetic information or any other status protected under federal state or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Rosewood Rome is currently casting for a Reservations Manager, responsible for overseeing the reservations department of the entire hotel. This role ensures the efficient handling of all booking inquiries, maximizes room occupancy and revenue, and maintains high standards of customer service.

Key Responsibilities

• Supervise, train, and motivate the reservations team;
• Conduct performance reviews and manage scheduling;
• Reservation Operations:
  • Manage all incoming reservation requests via phone, email, and online platforms;
  • Ensure accuracy in booking details and guest profiles;
  • Handle special requests and resolve booking issues.
• Revenue Optimization:
  • Implement pricing strategies in coordination with the Revenue Manager.
  • Monitor booking trends and adjust availability and rates accordingly.
  • Promote upselling and cross-selling opportunities.
  • Maintain and update the Property Management System (PMS) and Channel Manager.
  • Liaise with OTAs (Online Travel Agencies) and GDS (Global Distribution Systems).
  • Ensure rate parity and inventory accuracy across all platforms.
• Reporting & Analysis:
  • Generate daily, weekly, and monthly reservation reports.
  • Analyze booking patterns and forecast occupancy.
  • Provide insights to support strategic planning.
• Guest Experience:
  • Collaborate with Front Office and Sales to ensure seamless guest service;
  • Address guest concerns related to reservations promptly and professionally.

Additional Requirements

• Comply and adhere to the Rosewood company policies;
• Take on other tasks in addition to the ones stated, in a reasonable framework;
• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained;
• Model the company’s culture, vision, mission, and core values at all times;
• Takes a proactive approach to management of the department, anticipating potential opportunities;
• Maintain effective communication within the department and ensure that the department manager is kept well informed of any problems/queries that have arisen;
• To liaise with other departments to ensure good communication and offer support;
• While at work, (and while on work premises) an associate shall;
• Take reasonable care of their own health and safety;
• Take reasonable care of the health and safety of a person and the workplace, that may be affected by their acts or omission at work;
• Report to immediate supervisor any situation which they have reason to believe could present a hazard and which they cannot themselves correct.

Qualifications and Experience

• A combination of education and relevant field experience;
• Knowledge of budget preparation and control;
• Several years of experience in a similar capacity;
• A proven track record of working well on their own initiative and as part of a Team;
• Fluent in English is mandatory;
• A valid work permit for Italy is required to be considered for this role.

If you're a passionate leader with a love for reservations and luxury hospitality, we invite you to apply and help shape the next chapter of Rosewood Rome's story.