Reservation Manager (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 traveler 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 hotels coming to Rome and Venice.  

Progressively shaping the future of luxury hospitality, Orient Express is focusing on employee 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. 

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, 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, majestic façade. A place of memory still adorned with its Roman columns, sculptures by Rinaldi Rinaldo, a disciple of Casanova, 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. 

The Reservation Manager at our luxury hotel in Rome plays a pivotal role in ensuring seamless booking experiences for our esteemed guests. He/she will oversee all aspects of reservations, managing a team dedicated to delivering exceptional service while maximizing revenue opportunities. The Reservation Manager is responsible for maintaining high standards of efficiency, accuracy, and guest satisfaction within the reservation department. 

Key Responsibilities 

Reservation Management

Handle all aspects of reservations, including but not limited to, room bookings, cancellations, modifications, and inquiries. 

Team Leadership  

Lead and motivate the reservation team to achieve performance targets and uphold service standards. 

Revenue Optimization

Implement strategies to optimize room occupancy and revenue, including dynamic pricing, promotional offers, and upselling techniques. 

Systems and Technology 

Oversee the efficient use of reservation systems and technology platforms to streamline processes and enhance the guest experience. 

Training and Development 

Provide ongoing training and development opportunities for reservation staff to enhance their skills and knowledge. 

Guest Satisfaction  

Monitor guest feedback related to reservations and take appropriate actions to address concerns and improve service delivery. 

Collaboration 

Work closely with other departments, including Front Office, Sales, and Marketing, to ensure seamless coordination and communication. 

Reporting and Analysis  

Generate reports on reservation trends, performance metrics, and revenue forecasts to inform decision-making and strategy development. 

Compliance  

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

Quality Assurance

Conduct regular audits of reservation processes and data integrity to maintain high standards of accuracy and efficiency. 

• Bachelor's degree in Hospitality Management, Business Administration, or related field  
• Proven experience in reservations management, preferably in a luxury hotel environment. 
• Strong leadership skills with the ability to inspire and motivate a team. 
• Excellent communication and interpersonal skills.  
• Fluent in English and Italian 
• Proficiency in reservation systems and Microsoft Office suite. 
• Sound knowledge of revenue management principles and techniques. 
• Analytical mindset with the ability to interpret data and generate actionable insights. 
• Customer-focused approach with a commitment to delivering exceptional service. 
• Ability to thrive in a fast-paced, dynamic environment and manage competing priorities effectively. 
• The Reservation Manager position at our luxury hotel offers an exciting opportunity to lead a talented team and contribute to the success of our esteemed property. If you possess the required skills and experience, we invite you to join us in delivering unforgettable experiences to our discerning guests.