The Palace Company Europe is seeking a highly motivated Reservations Agent to join and strengthen the Reservations Department in Milan HQ . This role represents a key touchpoint in the guest journey, ensuring a seamless and personalized booking experience aligned with the brand’s luxury standards. The selected candidate will report directly to the Reservations & Commercial Reporting Director and will support all properties within the Baglioni Collection (Italy and Maldives) . The role also offers future opportunities to further specialize in Sales or Customer Care . Main Responsibilities: Manage inbound and outbound communications (phone, email, partner platforms) in accordance with company standards and service level agreements; Handle reservations and guest correspondence, ensuring accuracy and attention to detail; Deliver a high level of personalization when managing VIP and repeat guests; Proactively identify guest needs, resolve issues, and ensure timely follow-up; Maximize revenue opportunities through upselling and cross-selling of rooms, services,

and experiences; Accurately input and manage reservations within the PMS; Monitor and manage bookings received via third-party and partner distribution systems; Collaborate with Sales, Front Office, and Revenue Management teams to ensure alignment and optimization of inventory and rates; Maintain up-to-date knowledge of all properties, services, and offers within the Baglioni portfolio; Contribute to continuous improvement by providing feedback on processes and guest experience; Participate in ongoing training programs to enhance technical and interpersonal skills. Requirements: Fluency in English is mandatory; knowledge of a second language is an advantage; Preferred 1 year of experience in a similar role within the hospitality industry, preferably in the luxury segment or within LHW-affiliated properties; Previous experience in Front Office roles will be considered a plus; Strong customer orientation with excelle

Reservations Agent

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