TO & OTA – Partner Support Agent - Central Reservations Office Milano

at  Baglioni Hotels SpA

We are looking for a friendly, professional, and customer-oriented Partner Support Agent to join our team. You will be responsible for all the reservations coming from 3rd parties operators and answering incoming calls from Tour Operators and Online Travel Agencies, providing information, resolving issues, and ensuring customer satisfaction. You will be working in a fast-paced and dynamic environment, where you will need to have excellent communication, problem-solving, and multitasking skills.

QUALIFICATIONS

• High school diploma or equivalent;
• At least one year of experience in customer service, call center, or reservations field in the hotel industry;
• Proficient in Microsoft Office and CRM software;
• Excellent verbal and written communication skills in English;
• Ability to communicate effectively with customers of diverse backgrounds, cultures and personalities;
• Ability to handle difficult and stressful situations with professionalism and empathy;
• Ability to work independently and as part of a team;
• Ability to work flexible hours, including weekends, holidays, and evenings.

The Agent will report to Baglioni Revenue Director and will be involved in the following areas and activities for all Baglioni properties based in Italy, London and Maldives:

• Reservation, sales and operators assistance activities via phone or via e-mail;
• Formulate Offers and Follow Up with conversion objectives;
• Check all reservations coming from external systems (GDS, Website, OTAs) and run Protection activity when needed;
• Insertion of reservations and data entry into the PMS assuring all details are correct (Market Segmentation, Guest Details, Rates etc. );
• Personized management for special reservations (VIP, Special room types, Friends & Family ecc.);
• Management of cancellations and regrets;
• Complaint management, in coordination with other departments, in order to promptly satisfy requests;
• Cross-selling di services ed experiences;
• Liaise with colleagues of the hotel to manage special requests and resolve problems.