Cluster Reservations Agent - Orient Express Trains and Hotels F/M/X

ABOUT ORIENT EXPRESS

Artisan of Travel since 1883 Orient Express is a legendary brand, steeped in history and loved by past, present and future generations.
Representing the pinnacle of ultra-luxury hospitality within Accor Group, this brand is currently going through exciting phases of rebirth and expansion.
Orient Express embodies the refined nomadic spirit of travel, inviting each traveller to a place where the journey is the destination.
Bringing awe-inspiring travel experiences to a new generation of adventurers, its exceptional portfolio includes The Orient Express, with its original carriages reimagined as the new embassy of French luxury, Orient Express La Dolce Vita, a train embodying the 'Made in Italy' way, Orient Express Silenseas - the world's largest sailing ship and the Orient Express hotels coming to Rome and Venice.
Progressively shaping the future of luxury hospitality, Orient Express is focusing on employees' journey and growth.

ABOUT ARSENALE

Arsenale is a multi-brand Group capable of providing a comprehensive service to the largest and most renowned luxury global market operators who wish to expand in Italy.
Founded and supported by internationally renowned entrepreneurs and investors, Arsenale aims at creating the leading luxury hospitality group in Italy.
To pursue this ambition, the Group launched an impressive investments plan to boost tourism and made-in-Italy through the re-development and enhancement of iconic hotels and hospitality solutions in the most beautiful locations of the country.

ABOUT ORIENT EXPRESS LA MINERVA, ROME

Considered as the beloved capital of the Orient Express legend, Rome will be home to the first Orient Express hotel "La Minerva" in 2024.
Orient Express, in partnership with the Italian luxury hotel group Arsenale S.p.A, has entrusted the interior architecture and artistic direction of the hotel Hugo Toro.
The former Palazzo Fonseca is a sumptuous 17th-century palace with a huge and majestic façade.
A place of memory still adorned with its Roman columns, sculptures by Rinaldo Rinaldi, a disciple of Canova, and the fascinating goddess Minerva.
At the end of 2024, a new décor and interior inspired by the Roman domus and the riches of the "Eternal City" will be revealed with a new touch of contemporary elegance.

ABOUT ORIENT EXPRESS PALAZZO DONA' GIOVANNELLI, ROME

For the spectacular Palazzo Donà Giovannelli in Venice, the architect and interior designer Aline Asmar d'Amman designed and decorated the spaces.
Venice, once the gateway to Constantinople and a mythical stop on the legendary Orient Express train that opened its doors in 1919 with the completion of the Simplon tunnel linking Switzerland to Italy will be the home of the second Orient Express hotel, set to open in early 2025.
Located just ten minutes from Venice's Santa Lucia train station, next to the Cannaregio shopping district, and rooted in the origins of the City of the Doges, Palazzo Donà Giovannelli is a treasured palace built in 1400 by architect Filippo Calendario, known for Venice's famed Doge's Palace.
Former home of the Duke of Urbino, a patron of the arts, it has been renovated twice, notably in 1800 by architect Gian Battista Meduna.
At one time a pinacotheque which housed the painting La Tempesta by Giorgione, it was successively owned by the Donà and Giovannelli families.

ABOUT LA DOLCE VITA ORIENT EXPRESS

La Dolce Vita Orient Express is the first Italian luxury cruise on rail, offering a unique travel experience across the country.
Inspired by the golden age of railway tourism, the train features itineraries connecting Italy's major cities and destinations, providing passengers with top-class service, exceptional comfort, gourmet cuisine, and a refined atmosphere.
The project aims to celebrate the charm and beauty of Italy, making each journey an unforgettable experience.

Our Cluster Reservations Agents will report to the Cluster Reservations Manager and manage the Reservations of the luxury Orient Express hotels in Italy.

The ideal candidate already possesses a relevant experience as Reservations Agent in a cluster of luxury hotels and/or trains.

Our Cluster Reservations Agents will deal with the Reservations' processes, ensuring seamless booking experiences for our esteemed guests both for Orient Express trains and for hotels.
They will oversee all aspects of Reservations, dedicated to delivering exceptional service while maximizing revenue opportunities.
The Cluster Reservations Agents will maintain top standards of efficiency, accuracy and guest satisfaction within the Reservations team, contributing to the success of our brand and our luxury properties.

Main activities

• Reservations processes

Dealing with all processes of Reservations, including but not limited to, room bookings, cancellations, modifications and inquiries and assisting the Cluster Sales team reactively with groups' enquiries, keeping high level of Guests centricity and confidentiality.

• Team working

Collaborating closely and synergically with Cluster Revenue team, Cluster Sales team and Hotels' Front Office teams to achieve performance targets and top-level service standards.
Team working also with IT, Marketing teams and Accor cross-functional teams (such as the GSE team located in Spain), business counterparts and other stakeholders to ensure that the business's departmental strategies are aligned with the strategy.

• Revenue Optimization

Contributing to optimize room occupancy and revenue, including dynamic pricing, promotional offers, and upselling techniques

• Systems and Technology

Adopting efficiently the Reservations systems and technology platforms to enhance the Guests' experience, especially groups' needs and wishes.

• Training and Development

Attending training and development opportunities for Reservations staff to enhance the skills and knowledge.

• Guest Satisfaction

Maintaining high level of active listening, asking for Guests' feedback and proposing appropriate actions to address concerns and achieve top service delivery.

• Compliance

Ensuring consistent compliance with hotel policies, procedures and industry regulations related to reservations and data protection.

Prerequisites

• Degree in Hospitality Management, Business Administration or related field,
• Proven experience in reservations preferably in a Luxury Hotellerie and/or Trains international group,
• Excellent communication and interpersonal skills with a proactive, positive and flexible approach,
• Proficiency in Microsoft Office and Reservations systems, preferably Opera Cloud,
• Guests' centricity approach with active listening and commitment to delivering exceptional service,
• Ability to thrive in a fast-paced, dynamic environment and manage competing priorities effectively,
• English and Italian high confidence are mandatory; French confidence is a plus,
• Performance orientation and a forward-thinking approach in relation to the evolution of Reservations management within the group and latest market innovations,
• Legal right to work in Italy.