Cluster Reservations Agent Job at Fairmont Le Manoir Richelieu (Rome)

Cluster Reservations Agent

Fairmont Le Manoir Richelieu

Location:
Italy , Rome

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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
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
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
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

Requirements:

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

Nice to have:

knowledge of French is a plus
familiarity with Open Destinations is a plus

What we offer:

Meal vouchers (Ticket Restaurant)
Medical insurance
ALL Heartist Program: employee benefit card offering discounted rates at all Accor properties and partner venues worldwide

Additional Information:

Job Posted:
February 16, 2026

Employment Type:

Fulltime

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