Cluster Reservations Agent

Role Summary:
We are looking for a detail-oriented Cluster Reservations Agent to join our team managing bookings for both our prestigious luxury hotels and iconic train services. Reporting directly to the Cluster Reservations Manager the ideal candidate will ensure smooth reservation processes provide outstanding customer service and maintain effective communication across multiple properties and departments. This role is essential to delivering a world-class guest experience while supporting the operational needs of Orient Express luxury hotels and train journeys.

Key Responsibilities:

• Manage and process reservations for multiple properties including luxury hotels and train journeys with great accuracy and attention to detail.
• Respond promptly and professionally to guest inquiries via phone email and online platforms.
• Update reservation systems and guest profiles accurately including payment instructions booking modifications and special requests.

Guest Service Excellence:

• Coordinate with sales revenue management front desk and operations teams to ensure availability fulfill special requests and meet guest preferences.
• Resolve reservation issues and guest concerns efficiently and courteously.
• Contribute to a positive guest experience by delivering personalized service and paying close attention to details in every guest interaction.

Product Knowledge & Administration:

• Maintain up-to-date knowledge of room types rates packages and train schedules to ensure accurate bookings and informed guest communications.
• Ensure all reservation details are correctly entered into the system and manage booking changes cancellations and no-show procedures according to company policies.

Collaboration & Communication:

• Work closely with sales revenue front office and operations teams to guarantee smooth communication and coordination across departments.
• Ensure all special requests (e.g. room upgrades dietary needs and other guest requirements) are effectively communicated to relevant departments.

Qualifications :

• Previous experience in hotel reservations or front office within international 4- or 5-star hotel chains.
• Strong communication skills in Italian and English both written and spoken; knowledge of French is a plus.
• Excellent organizational skills and ability to multitask in a fast-paced environment.
• Proficiency with reservation software as Opera Cloud PMS (familiarity with Open Destinations is a plus).
• Availability to work shifts including weekends and public holidays.
• Customer-focused mindset with a professional and courteous approach to guest service.
• Flexibility and teamwork skills to adapt to changing demands and collaborate effectively.
• Attention to detail and ability to prioritize tasks.

Additional Information :

What We Offer:

• A dynamic and fast-growing environment within an iconic luxury brand.

• The opportunity to contribute directly to building and optimizing operational processes.

• A young innovative and collaborative team that values creativity and excellence.

• Professional growth opportunities and access to continuous training and development programs.

• A competitive compensation package including:

  • Meal vouchers (Ticket Restaurant)

  • Medical insurance

  • ALL Heartist Program: employee benefit card offering discounted rates at all Accor properties and partner venues worldwide

• We are an inclusive company and our ambition is to attract recruit and promote diverse talent across all our teams.

Remote Work :

No

Employment Type :

Full-time