Luxury Reservation Consultant - Italian Speaker

About the role

Accor's Global Reservation Centre in Barcelona is looking for a Luxury Reservation Consultant who speaks Italian. You will join an international team that helps guests make reservations for luxury hotels around the world, using your knowledge of the properties and your sales skills to drive bookings and maximize revenue.

Key responsibilities

• Answer guest requests for new or existing bookings with a luxury attitude and sales-oriented approach in an unscripted environment
• Understand customer needs and act as a brand ambassador throughout the luxury travel experience
• Create a connection with guests through storytelling and active listening
• Upsell and cross-sell available products and services
• Process and manage bookings, including modifications, payments and cancellations
• Manage guest accounts and loyalty program enrollments, including personal data changes
• Handle guest demands and concerns professionally and positively
• Maintain professional relationships with colleagues and customers to build brand loyalty
• Follow GDPR and PCI principles, sustainability policies and corporate ethics

Required profile

• Education and/or work experience in sales, customer service, hospitality or tourism; luxury travel experience is an asset
• Native Italian; French proficiency is a strong asset
• Fluency in English (C1) is required
• Currently legally entitled to work part-time in Spain

Required skills

• Computer literacy
• Active listening and excellent verbal and written communication
• Strong organization and time management, and teamwork in a multicultural environment

What we offer

• 39-hour week contract with AM and PM schedules and rotative days off