Reservation Agent
Pubblicato il 18-09-2026 - Borgo Santo Pietro Lifestyle Group in Monte
Based in Florence, Borgo Lifestyle Group is a collection of luxury lifestyle companies united by craftsmanship, creativity, and a pursuit of excellence. Our portfolio includes Borgo Santo Pietro, a 5-star luxury boutique hotel in Tuscany with two restaurants and a holistic spa;
the Michelin-starred Saporium Firenze;
Seed to Skin Tuscany, our luxury skincare brand known for its Green Molecular Science approach and found in leading spas and retailers worldwide, our sailing Yacht Satori and PN Homes, specialising in the restoration of historic properties in Italy.
Driven by innovation, beauty, and meaningful experiences, Borgo Lifestyle Group continues to grow internationally across hospitality, wellness, design, and luxury living. We are always looking for passionate, talented, and like-minded individuals to join our dynamic team.
We are seeking a passionate and detail-oriented Reservation Agent to join our Reservations team at Borgo Santo Pietro. As the first point of contact for many of our guests, you will play a key role in creating a seamless and personalised booking experience, ensuring every interaction reflects the exceptional service and attention to detail that define our brand.
Responsibilities and Duties:
- Manage reservations received via telephone, email, website and online distribution channels, ensuring all bookings are accurately entered, updated and monitored within the Property Management System (PMS).
- Understand guests' accommodation preferences and recommend the most suitable room options, while handling reservation-related issues and keeping the Reservation Manager informed of any relevant matters.
- Adhere telephone etiquette standards: tone, enunciation, professionalism and smile in the voice, phrases to use and phrases not to use.
- Manage room availability, rate plans, booking conditions, and cancellation policies,
ensuring all reservation details are accurate and communicated in accordance with company standards.
- Maximise upselling and cross-selling opportunities by promoting room categories, dining experiences, spa treatments, and other hotel services.
- Perform comprehensive pre-arrival checks to ensure every aspect of the guest's stay is carefully prepared, including room allocation, travel details, occupancy information, and any special requests or preferences.
- Manage relationships with travel agencies and preferred partners, including commission processing, pro forma invoices, and bookings through preferred programmes such as Fine Hotels&Resorts and Virtuoso.
- Provide accurate and comprehensive information to guests regarding accommodation, hotel facilities, dining venues, spa services, opening hours, experiences, and daily activities, ensuring a knowledgeable and professional service at every interaction.
- Collaborate closely with Front Office, Housekeeping, Food & Beverage, Spa, and other operational departments, ensuring all relevant guest information and special requests are communicated effectively to deliver a seamless guest experience.
- Ensure all guest interactions and reservation processes are carried out in line with LQA (Leading Quality Assurance) standards, delivering a consistently personalised, professional, and luxury guest experience.
Who You Are
- Previous experience as a Reservation Agent or in a similar role, preferably within a luxury hotel or hospitality environment.
- Excellent command of both English and Italian; knowledge of an additional language is considered an advantage.
- Strong organisational skills with exceptional attention to detail and accuracy.
- Excellent communication and interpersonal skills, with a genuine passion for delivering outstanding guest experiences.
- Ability to work effectively in a fast-paced environment, manage multiple priorities, and collaborate with cross-functional teams.
- Proactive, solution-oriented, and committed to maintaining the highest standards of luxury hospitality