Reservations Manager

San Clemente Palace Venice is looking for a Reservations Manager 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 Manager is responsible for overseeing the day-to-day operations of the Reservations Department, ensuring optimal occupancy, rate integrity, and guest satisfaction. This role plays a critical part in the hotel's commercial success by managing reservations across all distribution channels, implementing revenue strategies in collaboration with the Revenue and Sales teams, and ensuring a seamless guest booking experience. The Reservations Manager ensures accurate data entry, timely communication with clients and travel partners, and the delivery of exceptional pre-arrival service. This position reports directly to the Director of Revenue Management and works closely with Sales, Front Office, and Finance.

As Reservations Manager, you will responsible for the following duties:

• Manage all aspects of the individual and group reservations process to ensure accuracy, efficiency, and luxury service standards.
• Supervise the Reservations team, providing training, coaching, and performance management to ensure consistency and excellence.
• Monitor room availability, rate plans, and inventory to maximize occupancy and revenue in alignment with revenue management strategies.
• Oversee reservation systems (e.g., Opera, SynXis, or similar CRS) and ensure data integrity across all booking channels.
• Collaborate with the Revenue and Sales teams to implement promotions, packages, corporate agreements, and preferred partner rates.
• Respond to guest and agent inquiries in a timely and professional manner, offering personalised booking assistance.
• Handle VIP bookings, special requests, and pre-arrival communications to ensure a smooth guest journey.
• Generate daily, weekly, and monthly reports related to pickup, forecast, pace, and channel performance.
• Maintain relationships with travel agents, consortia, and tour operators, ensuring their bookings and commissions are correctly handled.
• Coordinate group block management and support the Events team with rooming lists, attrition control, and cut-off dates.
• Ensure compliance with brand standards, privacy regulations, and internal policies.
• Liaise with Finance on billing instructions, deposit policies, and no-show/late cancellation processes.
• Stay informed on market trends, competitor offers, and booking behaviour to support commercial decisions.
• Perform any other reasonable duties as assigned by the Director of Revenue Management.

As Reservations Manager we expect from you:

• Minimum 3–5 years of experience in a reservations role within a luxury hotel or resort, including at least 1–2 years in a supervisory or managerial position.
• Strong knowledge of reservation systems such as Opera, SynXis, and channel managers; familiarity with CRM and PMS tools is a plus.
• Excellent communication skills in English and Italian (required); additional languages are an advantage.
• High attention to detail, accuracy, and ability to analyse data and identify booking trends.
• Strong leadership skills and a guest-oriented mindset.
• Experience handling OTA channels, direct bookings, GDS, and third-party partnerships.
• Ability to work under pressure and manage competing priorities.
• Solid understanding of revenue management principles, distribution strategy, and booking conversion.
• Degree or diploma in Hospitality Management, Business Administration, or 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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