Revenue & Reservation Supervisor

Borgo Pignano Florence è un raffinato boutique hotel immerso in un parco di 5 ettari sulle colline fiorentine, a pochi minuti dal centro storico di Firenze. La struttura, parte della prestigiosa collezione Relais & Châteaux, offrirà 32 camere e suite eleganti, una villa privata, una spa esclusiva, una piscina riscaldata, due ristoranti e suggestivi spazi per eventi. Un’oasi di relax e raffinatezza nel cuore della Toscana.
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…