Job Information
Marriott Reservations Agent - Casa Brera in Milan, Italy
Additional Information
Job Number 26046407
Job Category Reservations
Location Casa Brera a Luxury Collection Hotel Milan, Piazzetta M Bossi No 2, Milan, Milan, Italy, 20121 VIEW ON MAP (https://www.google.com/maps?q=Casa%20Brera%20a%20Luxury%20Collection%20Hotel%20Milan%2C%20Piazzetta%20M%20Bossi%20No%202%2C%20Milan%2C%20Milan%2C%20Italy%2C%2020121)
Schedule Full Time
Located Remotely? N
Position Type Non-Management
Part of Marriott International, Casa Brera, a Luxury Collection Hotel, Milan is currently recruiting a Reservation Agent.
This is full-time position, 5 days a week with 2 days off.
The starting date is estimated in May.
About us
Located near the iconic Teatro alla Scala, Casa Brera, a Luxury Collection Hotel, Milan is an authentic expression of the city’s evocative spirit, intertwined with the rhythm of the Brera neighborhood. The hotel is a gateway to the rich tapestry of Milanese history, art and culture. An interpretation of the city’s timeless elegance, brought to life by celebrated designer, Patricia Urquiola, there are 101 guestrooms and 15 suites, including the refined Milanese Suite.
Favored by locals and guests, Casa Brera, a Luxury Collection Hotel, Milan, is a must-visit location for worldly epicureans. Presenting a symphony of flavors, regional cuisine is redefined. A rare sky bar and restaurant, Etereo is where a rooftop pool and panoramic views meet exceptional gastronomy. In addition, guests can savor delicious breakfast options and enjoy classic Milanese aperitivo
Here, you will find an authentic and modern team that aims at crafting unique experiences that connect our guests with Milanese heritage in a welcoming and inclusive atmosphere.
The impact you’ll make
Our jobs aren’t just about processing reservations in the system. Instead, we want to build an experience that is memorable and unique. From the first call or the first email, our Reservations Agents take the initiative to deliver a personalized and attentive service that guide guests through their entire stay. They are empowered to go the extra-mile and suggest options, room types and ideas while carefully listen to the guests’ needs and requests. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the hotel, they make transactions feel like part of the Casa Brera experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring tone of voice and communication style are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Reservations Agent – to get it right for our guests and our business each and every time.
What you’ll do
Follow Reservations procedures and policies as per standard operating procedures and hotel identity.
Process all reservation requests, changes, and cancellations in the internal company systems.
Identify guest reservation needs and upsell as appropriate.
Verify availability of room type and rate in collaboration with Revenue and Front of the House departments.
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.
Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front of the House..
Communicate with Sales team and property associates to resolve errors related to group market codes not matching in the 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.
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 you’ll need:
A warm, people-oriented demeanor and a team-first attitude
Positive outlook and outgoing personality
Flexibility, problem-solving skills and multi-tasking ability
Excellent knowledge of English and Italian (both writing and speaking)
Previous experience in similar roles is a big plus.
Ideally, technical knowledge of Marsha and Opera.
Excellent knowledge of Office365 (outlook, teams, excel)
What we offer
A unique opportunity to be part of a luxury lifestyle hotel where we celebrate your unique talent.
Part of Marriott International, the largest hospitality brand in the world- this means national and internal promotion opportunities for the right candidates. The sky is your limit here.
World class training and development programs tailored to enhancing your skills and help you grow within the Marriott family.
Work alongside some amazing talent- award winning, experienced hospitality professionals.
Discounted room nights, meals, and spa access in more than 9,000 hotels worldwide-because your wellbeing means so much.
Discounts for your friends and family.
5euros breakfast when staying at any of our European hotels.
Performance and Recognition programs.
Wellness and sustainability initiatives.
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.
The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.
From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.