Revenue & Reservation Supervisor

PURPOSE OF THE JOB

For the opening of our Borgo Pignano Florence a luxury urban retreat affiliated with Relais & Châteaux located within a 5-hectare park just steps away from the historic centre of Florence we are seeking a Revenue & Reservation Supervisor. The candidate must be able to ensure the effective implementation of Revenue & Reservation standards and assist us in positioning this hospitality jewel at the top end of the luxury market.

REPORTS TO: Cluster Sales & Marketing Director

MAIN DUTIES & RESPONSIBILITIES

Work side by side with the Reservation Manager in the following:

Reservations:

• Receive evaluate and manage reservation requests from all channels: email telephone OTA GDS direct website and agencies corporate accounts and business partners ensuring compliance with company standards
• Ensure timely management of correspondence in accordance with company timelines and standards.
• Accurately enter and manage reservations within the systems (PMS and connected platforms) including confirmations modifications and cancellations verifying rates sales conditions guarantees deposits pre payments payment methods and cancellation policy and with other departments for special requests
• Verify booking conditions payment methods and correct sales rates.
• Monitor incoming reservations and coordinate with the Front Office for room assignments and with other departments for special requests
• Control and manage the daily trace on a daily base
• Apply upselling and cross selling techniques promoting higher room categories dining Spa Services transfers experiences and when appropriate the sister property Borgo Pignano Tuscany

Revenue Management:

• Operationally manage revenue management activities for Borgo Pignano Florence and Borgo Pignano Tuscany implementing approved pricing strategies and contributing to achieving pricing strategies and financial goals for both properties
• Monitor daily occupancy pick up booking pace lead time cancellation segmentation ADR RevPAR channel mix and production by channel identifying variances and opportunities for improvement
• Update rates availability restrictions minimum length of stay (MLOS) allotments group blocks rate codes and packages across systems and distribution channels
• Optimize inventory during high and low demand periods maintaining the most appropriate business mix while monitoring rate parity competitive positioning and market performance
• Prepare periodic reports and forecasts for both properties supporting management budget preparation and proposing corrective actions when necessary.
• Maintain relationships with OTAs tour operators travel agencies corporate partners and distribution vendors contributing the onboarding of new channels interfaces and rate products

System Distribution and Data quality:

• Ensure the correct use and update of PMS CRS CRM GDS channel manager RMS and Business Intelligence systems verifying data consistency and interface functionality.
• Create and maintain rate categories rate codes packages promotions and sales conditions in compliance with brand and company standards.
• Guarantee that availability pricing descriptions amenities and terms are always up to date and accurate across all channels promptly reporting errors discrepancies or technical issues.
• Maintain high standards of data quality completeness and confidentiality in compliance with GDPR and internal procedures.

Operational Coordination and Guest Experience:

• Proactively collaborate with Front Office Housekeeping Food & Beverage Spa and other departments to deliver a seamless personalized guest stay.
• Handle requests regarding celebrations transfers dietary requirements room setups Spa treatments dining and experiences ensuring timely follow-up.
• Maintain comprehensive knowledge of both properties including room types and names features rates outlets menus operating hours meeting rooms capacities amenities experiences VIP standards and loyalty programs (if applicable).
• Stay informed about key attractions activities events and local institutions in Florence and Volterra sharing updated information with the Reservations and Front Office teams.
• Ensure elegant accurate and consistent communication aligned with Borgo Pignanos positioning creating a positive impression from the very first point of contact.

Supervision and Standards:

• Supervise daily department activities during the shift setting operational priorities and verifying accuracy timing and proper handling of pending tasks.
• Support the onboarding and training of the team on reservation procedures revenue strategies software systems and service standards.
• Assist in drafting updating and implementing SOPs promoting procedural consistency and information sharing between the two properties.
• Participate in operational briefings departmental meetings and training sessions reporting results critical issues and operational needs to the line manager.
• Collaborate with Finance on payments deposits commissions refunds and administrative anomalies.

Qualifications :

JOB REQUIREMENTS:

Technical Knowledge of Key Management Systems:

• PMS: Opera Cloud
• CRM: Cendyn
• CRS: SynXis
• GDS
• Revenue Management & Business Intelligence Systems: Lighthouse Duetto
• Strong proficiency in Microsoft Office and Google Workspace.
• Data analysis and reporting skills.
• Knowledge of the extranets of major OTAs.
• Familiarity (at least basic) with revenue management logic and tools.

Education: Bachelors Degree in Economics or Tourism Science. A Master in Revenue Management is preferred.

Experience: Minimum three years of experience as a Revenue & Reservations Specialist in the Hotel Industry.

Other Qualifications:

• Excellent verbal and written English skills; additional languages are a plus.
• Precision and high attention to detail.
• Excellent organizational and priority-management skills.
• Commercial mindset and result-oriented approach.
• Excellent communication and interpersonal skills.
• Proactivity and collaborative spirit.
• References required.

Informazioni aggiuntive :

OUR OFFER:

• Permanent working contract according to CCNL Settore Turismo (Federalberghi)
• Range of annual gross salaryEuro
• Staff well-being initiatives and events to promote collaboration and inclusion
• Discount equal to 50% in our sister hotels Restaurant
• Training activities and rewards linked to quality of service
• Staff canteen
• 40 hours per week over 5 days with two rotating days off.

Workplace: Via Bolognese 89 - Firenze

Invia il tuo CV completo di fotografia e di autorizzazione al trattamento dei dati personali in conformità al Regolamento UE n. 2016/679 GDPR e saranno utilizzati esclusivamente per la selezione in corso. Lofferta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91. Non verranno prese in considerazione candidature che non rispecchino i requisiti richiesti

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1