Reservations Agent

Reservations Agent

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Cond Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

Currently undergoing the most significant transformation in its nearly four-decade history, Signia Hilton Naples Grande Beach Resort is being reimagined through a comprehensive resort-wide renovation set to redefine the guest experience. Updates will introduce redesigned guest rooms and suites, vibrant culinary offerings, destination-inspired experiences, premium wellness amenities, dynamic social and gathering spaces that encourage guest connection, along with Signia Hilton's warm, anticipatory service.

Naples Grande Beach Resort is set among lush mangrove forests on Florida's Paradise Coast; Naples Grande Beach Resort is a 474-room retreat offering direct access to three miles of white sand beach. The iconic resort is currently undergoing a transformative, property-wide revitalization that will debut in early 2027, ushering in a new era of modern coastal luxury. The comprehensive reimagination will refresh guest accommodations, dining venues, public spaces and select meetings and event offerings while honoring the timeless beauty and the natural surroundings of Naples. The resort features more than 88,000 square feet of indoor and outdoor meeting and event space, multiple dining outlets and a full-service spa, making it a premier destination for leisure travelers, groups and special events.

We are seeking a service-driven Reservations Agent to join our Reservations team. As one of the first points of contact in the guest journey, the Reservations Agent plays an important role in creating an exceptional experience from the initial inquiry through arrival.

The Reservations Agent is responsible for processing reservation requests, changes, and cancellations while providing personalized, knowledgeable, and professional service. This role requires strong attention to detail, effective communication skills, and the ability to identify guest needs while maximizing revenue opportunities. Previous luxury hospitality or reservations experience is a plus but not required. Comprehensive training will be provided to ensure each Reservations Agent is confident in our resort, systems, service standards, and reservation processes.

Key Responsibilities

Process individual reservation requests, modifications, and cancellations received through phone, email, and other designated booking channels.

Identify each guest's reservation needs and recommend the appropriate room type, rate, package, or experience.

Verify room and rate availability and accurately communicate available options to guests.

Clearly explain deposit and guarantee requirements, cancellation policies, special rates, packages, and applicable reservation terms.

Accurately enter and maintain guest and reservation information within the hotel reservation system.

Accommodate and document guest preferences and special requests, including accessibility needs, celebrations, VIP information, and other relevant details.

Maintain accurate reservation comments, traces, alerts, and guest profiles to support a personalized arrival experience.

Maintain comprehensive knowledge of room types, suites, villas, resort facilities, services, amenities, dining, recreation, and other experiences to confidently answer guest questions.

Follow established sales techniques to maximize room revenue while recommending options that best meet the guest's needs.

Identify opportunities to upsell premium room categories, suites, villas, packages, and other available experiences.

Accurately process special reservation types, including complimentary stays, employee and friends-and-family rates, travel industry rates, wholesale reservations, and other designated rate programs using the appropriate codes and rates.

Maintain knowledge of current rates, packages, promotions, restrictions, selling strategies, and availability.

Assist loyalty program members with reservation-related needs and ensure membership information is accurately reflected in reservations and guest profiles.

Recognize special occasions and communicate relevant guest information to appropriate hotel departments.

Follow established procedures for handling payment information, guest privacy, and confidential information.

Address reservation-related guest concerns professionally and follow proper escalation procedures when additional assistance is required.

Partner with Front Office, Concierge, Guest Relations, Revenue Management, Sales, and other hotel departments to support a seamless guest experience.

Assist with pre-arrival reservation reviews and guest outreach as needed.

Meet established service, quality, conversion, and revenue performance expectations.

Perform additional Reservations-related responsibilities as assigned.

What are we looking for?

Previous experience in a luxury hotel, resort, or high-end guest service environment is a plus, but not required.

Previous Reservations, Front Office, Concierge, Guest Relations, or hospitality experience is preferred but not required.

Training will be provided for candidates who demonstrate the right hospitality mindset and ability to learn.

Strong verbal and written communication skills with a warm, polished, and professional approach.

Genuine passion for hospitality and delivering personalized guest service.

Strong attention to detail and commitment to reservation accuracy.

Ability to actively listen, identify guest needs, and confidently recommend appropriate accommodations and experiences.

Comfortable with sales and upselling while maintaining a guest-first approach.

Strong organizational and problem-solving skills.

Ability to multitask and manage multiple guest requests in a fast-paced environment.

Hilton and/or Opera Cloud experience is a plus, but not required.

Strong computer skills with the ability to learn new reservation systems and technology.

Ability to work effectively both independently and as part of a team.

Flexible schedule with availability to work weekends and holidays based on business needs.

What Success Looks Like

The successful Reservations Agent is warm, engaging, detail-oriented, and committed to creating an exceptional guest experience. They understand that the guest's experience begins with the first interaction and take ownership of ensuring every reservation is handled accurately and professionally. They listen to the guest, ask the right questions, confidently present available options, and identify opportunities to enhance the stay. They combine exceptional service with strong product knowledge and attention to detail while contributing to the resort's overall revenue goals.

Reporting & Collaboration

The Reservations Agent reports directly to the Director of Reservations and works collaboratively with Revenue Management, Front Office, Concierge, Guest Relations, Sales, and other operational departments to support an exceptional guest experience and the resort's overall revenue objectives.

Compensation: $21

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.