Based at the Mandarin Oriental, Milan within the Reservations Department in Milan. The Reservations Agent reports to the Reservations Manager.
As Reservations Agentyou will be responsible for the following duties:
Support company's philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission statement.
Follow departmental standards at all times to ensure consistent, professional and delightful service to guests.
Data input in the PMS system in the correct format as set in the PMS operational manual.
Review and reply to email correspondence.
Review arrival reports from both SMS and SynXis.
Take appropriate action to resolve and/or prevent guest complaints.
Anticipate guest needs and be knowledgeable regarding hotel, location, and services.
Record all guest preferences so they can be acted upon by operational departments.
Perform all reservation service sequences to the departmental standard.
Answer the phone and follow hotel/departmental phone etiquette.
Handle basic operations of the department, mainly reservations from multiple channels such as telephone, email, SynXis, etc. and use the hotel's property management system, Seven Rooms and other systems as required.
Ensure daily check-lists are acted upon and completed prior to end of business day.
Be able to explain the different menu items using proper verbiage that has been set by management.
Accountable for recording all allergies and dislikes as a guest preference.
Perform any other reasonable duties as required by the department head and/or supervisor, with the intent to provide excellent service and maximize revenue within the standards of the brand and the scope of the reservations department.
As Reservations Agentwe expect from you:
Excellent communication skills and fluent in both written and spoken Italian and English
Excellent organizational and computer skills
Another foreign language literacy is a plus
Available to work flexible hours including evening, weekends and holidays
Our commitment to you
Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
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