Cluster Reservations Agent

About Orient Express

Orient Express embodies the refined and nomadic spirit of travel. Its exceptional portfolio includes experiences such as The Orient Express, featuring iconic carriages reimagined as a modern-day tribute to French luxury; Orient Express Sailing Yachts, including the Orient Express Corinthian—the world’s largest sailing yacht; La Dolce Vita Orient Express, a train celebrating the elegance of Italian art de vivre, developed in partnership with the ARSENALE Group; and a collection of luxury hotels, including Orient Express La Minerva in Rome and the soon-to-open Orient Express Palazzo Donà Giovannelli in Venice.

While redefining the future of luxury hospitality, Orient Express places particular emphasis on the employee experience, development, and engagement.

As a symbol of ultra-luxury hospitality, the brand is currently undergoing an ambitious phase of rebirth and expansion accelerated since 2024 as a Joint Venture between ACCOR and LVMH.

Now, as Orient Express grows under the steam of its 140-year own glorious reputation and brand, it stands unique and identifiable from the other luxury brands under the ACCOR brands, aiming to become a pioneer of contemporary luxury hospitality, creating immersive experiences that combine exceptional design, impeccable service, culinary excellence, wellness offerings, cutting-edge technology, sustainability, and authentic local experiences, while also actively engaging in local community initiatives and support social causes, making a positive contribution to the destinations its properties operate in. What remains distinctly Orient Express is its spirit of adventure, sublime service and enchanting storytelling. Refreshing and reinvigorating, Orient Express is loved by those with an adventurous spirit and a taste for the very best, linking travel and destinations as part of the same journey.

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.

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.

• 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.

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.