As a Luxury Reservation Consultant, you will be a key member of our Global Reservation Centre based in Barcelona, handling inbound booking calls and utilizing your sales skills to offer knowledgeable recommendations while reserving rooms and suites for our luxury brand hotels worldwide. You will leverage your expertise and passion for our spectacular, world-class locations and properties to engage guests in authentic conversations, driving bookings and maximizing revenue. Your ability to understand guest needs and provide tailored solutions will be key in delivering exceptional service and achieving sales targets.
Main Duties
• Answering guest requests with new or existing bookings with a luxury attitude and language in an unscripted environment while using sales oriented techniques
• Fully understanding customer´s needs and acting as a brand ambassador throughout the entire luxury travel experience
• Create a true connection with our guests through storytelling and active listening.
• Upselling and cross-selling around available products and services
• Processing and managing bookings in our internal systems for hotels, including modifications, payments, and cancellations.
• Managing guest accounts and guest enrollments within the loyalty program, including modifications of their personal data.
• Handling any guest demands and concerns in a professional and positive manner.
• Communicating and maintaining a professional relationship with other team members involved (internal/external) to ensure a seamless guest experience.
• Establishing and maintaining a long-lasting professional relationship with the customers, resulting in brand loyalty
Other Responsibilities
• Continuous adhering to GDPR and PCI principles
• Being a curious and enthusiastic learner and keeping oneself up to date with the worldwide trends in the luxury travel industry
• Living the Heartist® culture and values and contributing to the success and growth of the Luxury Reservation Centre in Barcelona
• Following ACCOR´s Sustainability Policies and Corporate Ethics and other internal policies.
• Education and/or work experience in sales, customer service, hospitality, or tourism industries.
• Experience in luxury travel will be an asset.
• Native Italian, proficiency level in French is a strong asset.
• Fluency in English (C1) is required
• Computer literate
• Passionate about travel and hospitality
• Active listening : Ability to understand and respond to guests' needs while adapting a sales oriented speech
• Excellent verbal and written communication and interpersonal skills
• Strong understanding of customer service principles and best practices
• Exceptional organizational, and time management abilities
• Strong sense of responsibility and accountability
• Genuinely curious and eager to self-develop
• Team spirit
• Respectful and collaborative within a diverse multicultural environment
Must be currently legally entitled to work part-time in Spain
- 39 hours/week contract
- AM & PM Schedules
- Rotative Days Off
Our Commitment to Diversity & Inclusion
We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
What It’s Like to Work at Accor Global Reservation Centre:
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