Reservations Agent

• Receive and process guest reservations via phone, email, and online channels
• Provide accurate information regarding room types, rates, packages, policies, and amenities
• Up-sell whenever possible through positioning the product, utilizing sales techniques & training and gathering personal information to anticipate and cater to guests’ needs and help them make an informed decision
• Act as the primary Rooms Controller, managing daily room inventory, availability, and restrictions
• Maintain guest profiles and reservation notes with attention to detail
• Ensure clear communication and alignment with Sales Department regarding group bookings
• Provide coverage at the Front Desk as business levels require
• Route incoming calls through the PBX system, ensuring accurate and timely call distribution
• Communicate effectively with Front Desk, Sales, and Housekeeping teams regarding arrivals, special requests, and group needs
• Generate and audit daily reservations reports as assigned to ensure reservation completion, accuracy, and preparedness
• Maintains a strong familiarity of the hotel and surrounding area
• Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest’s satisfaction
• Interacts with all hotel staff in a polite and respectful manner
• Other duties as assigned

• Must be available to work a flexible schedule to include nights, weekends and holidays
• High school diploma or equivalent
• Previous hotel or resort experience preferred
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Computer skills
• Excellent verbal and written communication skills
• Ability to work in a fast-paced setting
• Bilingual in English and Spanish preferred

Bilingual in English and Spanish

• comprehensive health insurance
• retirement plans
• paid time off
• on-site wellness programs
• local discounts
• employee rates on hotel stays
• ongoing training and development opportunities