Reservation Coordinator - Milano

Join the FRONT OFFICE team at Max Brown Missori · About Max Brown Missori · The hotel is our charming hotel in the heart of Milan. You'll find us near the famous Duomo and surrounded by iconic landmarks, making it the perfect base for exploring the city's rich history and culture ...

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Join the FRONT OFFICE team at Max Brown Missori

About Max Brown Missori

The hotel is our charming hotel in the heart of Milan. You'll find us near the famous Duomo and surrounded by iconic landmarks, making it the perfect base for exploring the city's rich history and culture. With 64 bright rooms, Max Brown's signature heavenly beds, and a cosy nook to grab a drink with friends, we offer everything you need to enjoy a little slice of the sweet life in Italy.

At Max Brown Missori, we seek more than just talent—we look for bold, creative, and ambitious minds that dare to innovate and surprise.

If your share our passion for Front Office - Reservations, creating a one-of-a-kind hotel, and is in your DNA to be creative, ambitious, surprising and to provide heartfelt service, this opportunity is for you

What you will do:

The Reservation Coordinator is responsible for comprehensively managing individual and group bookings, ensuring maximum conversion, revenue optimization, and an exceptional guest experience from the first contact to the end of their stay.

Their mission is to act as a key point between the guest and the hotel, ensuring clear, effective and results-oriented communication, actively contributing to the profitability of the establishment and the reputation of the brand.

Main responsibilities:

Reservation Management

• Process all individual and group bookings in the PMS, including modifications, cancellations, and special requests.
• Manage options, blocks, and quotas efficiently.
• Monitor availability and correct loading of rates.
• Ensure correct data entry and compliance with quality standards.
• Control daily arrivals, overbookings and special situations in coordination with Sales and Revenue.

Revenue and Sales Optimization

• Upselling and cross-selling techniques in all interactions.
• Propose packages, additional services, and category upgrades.
• Prepare budgets and contracts for group bookings.
• Manage proformas, commissions and payment tracking.
• Identify recurring business opportunities and customer loyalty.
• Actively collaborate with Revenue Management on conversion analysis, pick-up, and forecasting.
• Propose strategies to improve ADR and reduce cancellations.
• Participate in the monitoring of KPIs such as: Conversion rate, response time, upselling revenue , cancellation and no- show.

Customer service

• Answer phone calls and emails in a professional and personalized manner.
• Ensure optimal response times.
• Proactively resolve issues related to reservations.
• Ensure that all special requests are properly communicated internally.

Interdepartmental Coordination

• Maintain constant communication with: Front Office, Housekeeping, F&B, General Manager, Maintenance, and Revenue.
• Ensure alignment in availability, special requirements, and daily operations.
• Collaborate in the correct forecasting of occupancy and operational planning.

Administration and Control

• Billing for reservations and group bookings
• Prepare occupancy and forecast reports.
• Perform administrative tasks based on a daily checklist .
• Ensure compliance with internal procedures and regulations.
• Supervise the correct document management of reservations and contracts.

Contribution to the Department

• Propose continuous improvements in processes and procedures.
• Identify opportunities for automation or technological improvement.
• Contribute to improving the flow of internal communication.
• Support strategic initiatives of the Sales department.

What's in it for you?

• Immediate start.
• Full time - fix term contract.
• Be part of a fast-growing, international, and innovative group.
• Enjoy amazing discounts at our hotels and restaurants in Europe.
• A day off to celebrate your birthday

• A great team & leading hotel company.

• Education (Preferred): Degree /Diploma in Address Hotel Management , Tourism, Business Administration or a relevant field.

• Previous experience as a Reservation Coordinator or Reservation Agent is required. | +2 years experience in a similar role in the hospitality industry.
• Languages: Fluency in Italian and English (spoken and written). Spanish is a plus. Knowledge of other languages is also valued.
• Be proactive, dynamic, and have a positive attitude.
• Technical Skills: Hands-on experience with office equipment (PMS, POS systems, card readers, printers) and strong knowledge of MS Office, especially Excel and Word. Basic knowledge of invoicing and commission management. Understanding of revenue and sales metrics.
• Interpersonal Skills: High results orientation, Excellent organizational and multitasking skills, Ability to work in a dynamic environment, Clear and structured communication, Analytical skills, Problem solving, Commercial mindset.
• Responsibility: High sense of responsibility and professional presentation.
• Flexibility: Ability to work flexible hours.
• Customer Orientation: Strong commitment to customer service , with active listening active and problem -solving skills effectively.
• Have a ID, Code Fiscale, Social Security number, and a Italian bank account at the time of joining.

Our application procedure

Interested in this vacancy? Press the application button and send us your CV and motivation letter Our recruiter will contact you within 5 days to let you know if we want to schedule a meeting.

Diversity & Inclusion

We are an equal-opportunity employer committed to fostering a diverse and inclusive culture. We encourage individuals from all backgrounds to apply—we'd love to get to know you.