Reservations Manager

Office Location: Vicolo Appiani 1, 6600 Locarno, Switzerland / with Home Office
Position Type: Management
Schedule: Part-time or full-time after a probationary period.
Relocation: No

About the Company
FWL GmbH (FerienWohnungen Locarno) is a property management company specializing in vacation rentals across the Ticino region.
Currently managing 40 properties, we are expanding and seeking a responsible individual to handle reservations, booking management, and administrative duties.

Overview
The Reservation Specialist is responsible for managing reservations and guest relations for the dynamic vacation rental industry.
This role involves actively engaging with guests to ensure their needs are met, managing bookings efficiently, and supporting property management tasks.
The successful candidate will drive customer loyalty by delivering service excellence throughout each customer experience, ensuring customer satisfaction, and contributing to revenue growth.
The role demands a dynamic, youthful individual with an eagerness to learn. We are seeking candidates who possess excellent communication skills, a positive attitude, proactive nature, and complete flexibility in their work approach.
Proficiency in Italian, English, and German is a must-have; applicants lacking this qualification will not be considered.

Main Responsibilities (but not limited to):
Manage daily bookings, inquiries, and customer questions, ensuring a smooth operation within the department.
Oversee all property management tasks to maintain high standards across all properties.
Operate and manage all the PMS (Property Management System) processes and communications.
Address tenant and owner queries and emails on a daily basis, providing timely and accurate responses.
Oversee the central email inbox (info@) and PMS inbox, ensuring they are checked and managed daily.
Administer the booking procedure across various channels (OTA’s).
Manage and handle all the payments related to guest bookings and owner payments.
Support the Operation Manager with his monthly to-do list, including daily operational calls, check-ins/outs, booking notes, and booking management.
Provide office phone availability to manage guest relations, ensuring a responsive and attentive guest management experience.
Assist with preparation of certain documents and bank statements for the outsourced Accountant.

Qualifications:
High school diploma or GED diploma equivalent is required; a Bachelor's degree in Economics or Tourism is a plus.
Must be located near Locarno (Ticino - CH or Italy).
Fluency in Italian, English, and German (B2 level); German is essential as 90% of our clients, both owners and guests, are German-speaking.
Willingness to work weekends and on a hybrid basis, with at least 70% of time spent in the office in Locarno.
Tech Enthusiastic (GSuite, AI, Mailing List etc).
Proactive, eager to learn, and ready to engage in a dynamic work environment.
No prior experience in vacation rental management is necessary, however, candidates with a background in the tourism industry will be given special consideration.
Driving Licence is a plus.

What We Offer:
A 30 hours per week, part-time role up to a 42 hours per week full-time role, compliant with the Ticino national employment contracts (Latest update effective from January 1, 2024, FU 236, 2023), as stipulated by the standard employment contract for the real estate sector.
A competitive salary that reflects the candidate’s level of experience.
Provision of a company phone and laptop.
Utmost flexibility in work scheduling.
Excellent prospects for professional advancement within the burgeoning field of Vacation Rentals.
Continuous professional development in VR, including access to webinars and training courses funded by the company.
Opportunity for transition to a full-time position based on performance and company needs.