San Clemente Palace Venice is looking for a Reservations Agent to join our Sales & Marketing team.
Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
Nestled on a private island in the heart of the Venetian Lagoon, San Clemente Palace is more than a hotel — it is a sanctuary of timeless elegance, exceptional service, and refined hospitality. We are dedicated to delivering unforgettable experiences in one of the world’s most iconic destinations.
About the job
Based at the San Clemente Palace within the Sales & Marketing Department in Venice, the Reservations Agent is responsible for handling guest reservations with efficiency, accuracy, and a high level of personalised service in line with Mandarin Oriental standards. This role plays a key part in creating a positive first impression for guests and supporting the hotel’s commercial objectives by ensuring optimal occupancy and correct rate application. The Reservations Agent manages bookings across multiple channels and works closely with the Revenue, Sales, and Front Office teams to provide seamless pre-arrival service. This position reports to the Reservations Manager.
As Reservations Agent, you will responsible for the following duties:
- Respond promptly and professionally to guest inquiries, requests, and booking confirmations via phone, email, and online channels.
- Accurately process individual and group reservations in the hotel’s reservation system (e.g., Opera or SynXis), ensuring all details are correct.
- Ensure that all bookings are aligned with rate strategies, availability, and company policies.
- Assist in handling special requests, VIP reservations, and pre-arrival communications with attention to detail and service excellence.
- Maintain up-to-date knowledge of room types, packages, seasonal promotions, and hotel services.
- Support the Reservations team with daily administrative tasks, such as updating rooming lists, managing waitlists, and confirming deposits.
- Communicate effectively with Sales, Front Office, Events, and other departments to ensure accurate information flow.
- Monitor and maintain accurate records for OTA, consortia, corporate, and direct bookings, including rate codes and commission handling.
- Help identify and correct reservation discrepancies, duplicate bookings, or booking errors.
- Uphold Mandarin Oriental’s brand standards and tone of communication at every stage of the reservation process.
- Perform any other reasonable duties as assigned by the Reservations Manager or Director of Revenue Management.
As Reservations Agent we expect from you:
- Minimum 1–2 years of experience in a reservations or front office role within a luxury hotel environment.
- Familiarity with reservation systems such as Opera, SynXis, or other CRS/PMS tools.
- Excellent communication skills in English and Italian (required); additional languages are a plus.
- Strong attention to detail, organisational skills, and customer service mindset.
- Ability to work efficiently under pressure and multitask in a fast-paced environment.
- Knowledge of OTA channels, GDS systems, and distribution platforms is an advantage.
- Proficiency in Microsoft Office (especially Excel and Outlook).
- Passion for hospitality, guest service, and high standards of presentation.
- Degree or diploma in Hospitality, Tourism, or a related field preferred.
Our commitment to you
- Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
- Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
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