Reservations Agent
W Hotels
Rome, Città Metropolitana di Roma, Italy
4 gg fa

Posting Date Mar 13, 2022

Job Number 22039012

Job Category Reservations

Location W Rome, 26 / 36 Via Liguria, Rome, Città Metropolitana di Roma, Italy VIEW ON MAP

Relocation? N

Position Type Non-Management

Located Remotely? N

Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set.

Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.

We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less.

W guests soak it in and live each day with a mantra : Detox.Retox.Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.

W Rome is casting for a Reservations Agent to join the first W Hotel in Italy.

Reporting to the Director of Sales and the Reservations Supervisor, the Reservations agent will join an outgoing and friendly team of sales professionals.

She / he will support the team in overseeing the accuracy of reservations and room blocks as well as group market codes.

About us

W Rome redefines the luxury hotel scene of the Eternal City through its informal yet impeccable Whatever / Whenever service and trademark high energy.

It is the perfect match for the duality of the Italian, between reverence for tradition and defiance of expectations, a magnetic social hub shedding light on the future of the Eternal City.

What we offer

  • Join the first W Hotel in Italy
  • Professional career progression at international level in Marriott International
  • Learning and development opportunities online, on the job and in class
  • Discounts on hotel rooms, gift shop items, food and beverage
  • Disruptive management & motivated and engaging Talents
  • Charity events, Wellbeing activities through the TakeCare program
  • Canteen service
  • What you’ll do

  • Follow Reservations procedures and policies as per instructions
  • Process all reservation requests, changes, and cancellations.
  • Identify guest reservation needs and sell appropriate room type.
  • Verify availability of room type and rate.
  • Sell the most appropriate room type to meet guest requirements and maximize room rate.
  • Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
  • Answer guest questions about property facilities / services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
  • Describe room accommodations and benefit feature sale amenities to guests.
  • Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management.
  • Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
  • Identify repeat guests using appropriate codes.
  • Input and access data in reservation system.
  • Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.
  • Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.
  • Set-up proper billing accounts according to accounting policies.
  • Troubleshoot, resolve, and document guest issues and concerns or escalate / refer to appropriate individual.
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Assist other employees to ensure proper coverage and prompt guest service.
  • Coordinate tasks and work with other departments to ensure that the department runs efficiently
  • What we're looking for

  • Fluent in English and Italian written and spoken, other languages are a plus
  • Previous experience as Reservation agent in a Luxury Hotel of at least one year
  • Competent in reservation procedures and up-selling techniques
  • A warm, people-oriented demeanor and a team-first attitude
  • Positive outlook and outgoing personality
  • Flexibility, problem-solving skills and multi-tasking ability
  • Integrity and dependability
  • Marsha, Opera, Empower as well as regular Windows Office applications
  • Explore our very big world

    As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience.

    You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options.

    If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

    You’re welcomed here

    Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

    Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

    Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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