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, Scrigno

• CRM: HubSpot

• Channel managers and extranets (e.g. Booking.com, 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: Milan

This job opportunity is open to candidates of all genders, in compliance with Italian Legislative Decrees No. 903/77 and No. 125/91.