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Italian speaking reservations specialist


Position Overview

Company Overview

Hotel

We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Treasured by guests. Cherished by employees. Celebrated worldwide.

As an employee, you are expected to provide our guests with a bespoke and memorable experience measured to the highest standards of quality and service delivery. Additionally the execution of your position will be in accordance to our company policies, standards and procedures.

Our company values are the fundamental spirit on how we reach our goals. As an ambassador of Dorchester Collection you will be entrusted with our values and expected to further enrich our We Care culture: Passion - Personality - Respect - Working Together - Creativity

This job description is intended to illustrate the main duties and responsibilities of the role. It is not intended to be exhaustive and please be advised that the duties and responsibilities may be added on a temporary or permanent basis as appropriate.   

Reference

2019-1508  

Position Overview

Division & Department

Corporate Office - Contact Centre

Job Title

Italian speaking reservations specialist

Contract Type

Permanent

Position Overview

Our reservation specialists are the gems of our global contact centre located in our corporate office! Responsible for managing guest telephone and email enquiries from all hotels within the Collection, and communicate with guests, though skilfully trained, they never lose sight of their ultimate responsibility, to create lifelong memories for our guests.

Essential Functions & Physical Requirements

A day in the life of our reservation specialists… demands high levels of energy. They need consistency even though the days are never alike; and creativity to tackle daily adventures. Listing all of the contributions that our reservation specialists accomplish would be lengthy but the list below is essential to know.  

  • Our reservation specialists are responsible for assisting guests with their enquiries about reservations for all the hotels of the collection during their day. This will include process all bookings via telephone and email and follow up activities all to ensure our guests receives nothing but the best experience.
  • Sometimes our guests have special requests this means that our reservation specialists need to explain and actively sell the hotels products and facilities, utilize customer service, sales experience and telephone skills.
  • Our values of Personality, Passion, Respect, Working Together and Creativity guide us each and every day.  The purpose of reservation specialists is to live their behaviours to continue to create our legacy. 

  • Communication is what keeps our departments running perfectly. Our reservation specialists must communicate with other departments and extended hotel team in order to ensure the alignment remains.

  • The items shared are essential. However, to ensure consistency, our reservation specialists are provided with specifics on how we care for their department and our hotel.

    The operational hours of work are shift-based and may be subject to change. These currently set as:

    Monday to Friday: 06:00 - 22:00

    Saturday and Sunday: 08:00 - 20:00

Qualifications and Desirables

  • All of our employees are ambassadors of our Vision, Values and culture. Our reservation specialists do this with all they do.
  • We encourage the unique personalities and passions of our employees, working together; as a team, a hotel and Collection.
  • Our guests forge our legacy. Knowing and understanding them is our goal, valuing kindness over process.
  • In a fast-moving world, we remain consistent and relevant, requiring flexibility from everyone on the team.
  • English is the primary language used in our global contact centre. Our reservation specialists must feel comfortable communicating in this language. Native or proficient command of the Italian language, spoken and written, is a requirement.

Benefit Package

Here are some of the great perks of working for Dorchester Collection's Global Contact Centre:

  • Global Contact Centre monthly bonus scheme
  • Daily £7 meal allowance on a cash card
  • Company pension scheme
  • Life assurance
  • 28 days paid holiday inclusive of bank holidays
  • Employee assistance programme
  • Season ticket loan
  • Eye care cash back
  • Employee Introductory Scheme - £750.00
  • Long service awards
  • World-class training and development.
  • Friends and family discounts
  • Complimentary employee nights with breakfast within the Collection 50% F&B discount at selected restaurants within the Collection
  • Participation in a variety of social events and Corporate Social Responsibility activities throughout the year
  • Complimentary dry-cleaning

Status

Full time

Position localisation

Job Location

United Kingdom

Location

Global Contact Centre, Lower Ground Floor West, Lansdowne House  W1J 6ER London