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 excellent communication and interpersonal skills;High attention to detail and organizational skills;Team player with a collaborative approach.Systems & Tools (Preferred Experience)PMS: OPERA Cloud, ScrignoCRM: HubSpotChannel managers and extranets (e.g. , Expedia)What We Offer:Opportunity to join a prestigious luxury hospitality group with international exposure;Dynamic and multicultural working environment;Structured career development path, with potential specialization in other areas;Continuous training and professional development programs;Competitive compensation and corporate benefits package;Fixed-term employment contract.📍Workplace: MilanThis job opportunity is open to candidates of all genders, in compliance with Italian Legislative Decrees No. 903/77 and No. 125/91.
