Reservation Manager - Casa Brera

Job description

Casa Brera is currently recruiting a Reservations Manager to join a team made of modern and authentic hospitality professionals.

Reporting to Director of Sales, the role is responsible for

·  soliciting and managing of reservations sales-related opportunities.
·  managing and providing training and work assignments to Reservations Agents.
·  actively up-selling each business opportunity to maximize revenue opportunity.
·  achieving personal and team related revenue goals.
·  driving customer loyalty by delivering service excellence throughout each customer experience.
·  providing service to our customers in order to grow share of the account on behalf of the company.

This is full-time position, 5 days a week with 2 days off. The starting date is as soon as possible.

About us

Part of the Luxury Group of Marriott International, Casa Brera is an unexpected gateway in the heart of Brera.

Reinterpreted by Studio Urquiola, Casa Brera features 116 sophisticated guestrooms including 15 suites and the Milanese Suite. Hidden behind a rationalist façade, you will find a world of international elegance, transcending the traditional hotel experience. Our hotel promises cosmopolitan luxury, authentic lifestyle and a timeless Milanese elegance.

A Culinary hub, here flavors and sounds from different places seamlessly interlace. Odachi, showcases authentic Japanese cuisine in a cosmopolitan setting while those looking for a truly Italian experience can indulge at Scena by Michelin star Chef Andrea Berton. The Living is a welcoming space for guests to socialize over aperitivo and Milanese light bites. By night, the rooftop’s skybar transforms into an unmissable destination, with a pool and lounge areas providing the perfect spot to soak up the energy and skyline of the city. 

Join Casa Brera, the new place to be in Milan, where an authentic and modern team crafts 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

Join a newly opened lifestyle luxury hotel

Working in a newly and post-opening phase of a luxury lifestyle hotel is an incredible opportunity to gain strong expertise in hospitality and a great exposure to Marriott International EMEA leaders. This can remarkably accelerate your career growth within the company and provide you the right tools to be involved in other openings at national and international level. It is indeed a challenging experience but surely a rewarding one!

What you’ll do

Understanding Markets & Maximizing Revenue 

·  Identifies new reservations sales business to achieve personal and property revenue goals.       
·  Understands the overall market, including competitors' strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.       
·  Closes the best opportunities for the property based on market conditions and property needs.       
·  Monitors same day selling procedures to maximize room revenue and control property occupancy.       
·  Gains understanding of the property's primary target customer and service expectations; serves the customer by understanding their business issues and concerns, to offer better business solution.       

Conducting Daily Reservations Sales Activities 

·  Responds to incoming reservations sales opportunities for the property that are outside parameters of the Event Booking Center. 
·  Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.       
·  Uses sales resources and administrative/support staff effectively.       
·  Assists in monitoring group reservation forecast data.       
·  Coordinates with sales and Convention Services to process rooming lists and reservation cards
·  Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).       
·  Assists with monitoring accuracy of reservation sales orders within tracking systems.       
·  Tracks no-show reservations and processes charges as needed.       
·  Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.       
·  Manages wait list and prioritizes order of wait list contacts to be made.       
·  Prepares work and maintenance orders.       

Providing Exceptional Customer Service 

·  Supports customer loyalty and property's brand standards by delivering service excellence throughout each customer experience.       
·  Services our customers in order to grow share of the account.       
·  Provides excellent customer service consistent with the daily service basics of the brand.       
·  Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
·  Sets a positive example for guest relations.       
·  Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.       
·  Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.     
·  Handles guest complaints and disputes following the instant pacification procedures.       

Managing and Conducting Human Resource Activities 

·  Monitors reservations sales agents while on phone calls.       
·  Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.       
·  Utilizes all available on the job training tools for employees.       
·  Creates monthly labor scheduling for team.       

Additional Responsibilities   

·  Utilizes applicable intranet for resources and information.       
·  Creates contracts as required.       

MANAGEMENT COMPETENICES 

Leadership

·  Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 

·  Communication  - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.

·  Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

·  Professional Demeanor  - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

·  Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

·  Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

·  Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

·  Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 

·  Customer Relationships  - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.

·  Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

·  Organizational Capability  - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

·  Talent Management  - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

·  Applied Learning  - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

·  Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

·  Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.

·  Inventory Management  - The ability to manage rooms and function space restrictions and thresholds using systems or manually in order to maximize revenue/profit across all segments.  

·  Revenue Management  - Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).

·  Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.

·  Sales Ability:  Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.

·  Sales Disposition  - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.

·  Supporting Sales Implementations  - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty.

·  Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

·  Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

·  Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

·  Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

·  Reading Comprehension  - Demonstrates understanding of written sentences and paragraphs in work-related documents.

·  Writing  - Communicates effectively in writing as appropriate for the needs of the audience.

 

What you’ll need:

·  Experience in the same role, ideally for an international hospitality company.
·  Ideally, technical knowledge of Marsha and Opera.
·  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).
·  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.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.