Reservation Agent

Job Description

Position Summary

The Reservations Coordinator is a critical ambassador of our brand, delivering a seamless and personalized booking experience that reflects Forbes Travel Guide 5-Star standards. This role ensures that every guest interaction—prior to arrival—is handled with precision, warmth, and anticipatory service, setting the tone for an exceptional stay.

The ideal candidate is a polished hospitality professional who thrives in a fast-paced luxury environment, enjoys engaging with guests, and is passionate about creating memorable experiences.

What you will accomplish

Key Responsibilities

• Demonstrate refined communication skills, professionalism, and attention to detail consistent with Forbes 5-Star standards
• Manage guest reservations, pre-arrival experiences, and special requests to uphold the resort’s luxury standards.
• Accurately manage room availability, rates, and occupancy to optimize reservations and upselling when possible.
• Process reservations via phone, email, and online platforms (SynXis, HMS, Revinate, Sertifi, etc.).
• Deliver highly personalized and engaging service in all guest communications (phone, email, online channels)
• Partner closely with Front Office, Housekeeping, Spa, and Concierge teams to ensure seamless guest experiences
• Handle group reservations and manage high-demand periods efficiently.
• Maintain guest information to enhance personalized experiences.
• Process payments, compute bills, and make changes to reservations as needed.
• Work under pressure during peak times, ensuring smooth operations.
• Perform other job duties as instructed by the department manager.

What you will bring

Qualifications

• Knowledge of the English language to effectively communicate with guests, associates, and vendors.
• Knowledge of hotel departments and functions.
• Strong mathematical and computer skills, with proficiency in Microsoft Office and PMS software.
• Ability to actively listen, learn quickly, and manage multiple tasks in a fast-paced environment.
• Ability to maintain accuracy and attention to detail while handling guest interactions and requests.
• Ability to lift, push, and pull a minimum of 20 pounds and perform physical activities such as lifting, walking, and handling materials.
• Ability to remain calm under pressure and resolve issues with professionalism.
• Willingness to work evenings, weekends, and holidays based on business needs.
• Passion for providing excellent customer service with exceptional organizational skills.

Great if you have

• Experience in a luxury hotel or Forbes-rated resort environment.
• Bilingual communication skills.
• High school education and relevant training and experience required. Additional education is preferred. 
• Knowledge of dining, and local attractions.
• Previous experience with guest engagement or upselling initiatives.

OS&E Coordinator – New Hotel Opening
Position Summary

The OS&E Coordinator is responsible for planning, purchasing, tracking, receiving, storing, and distributing all Operating Supplies & Equipment (OS&E) required for the successful opening of the hotel. This role works closely with the project team, ownership, procurement, contractors, designers, and hotel department leaders to ensure all operational supplies, furniture, fixtures, equipment, and office materials are installed, organized, and ready for opening day.

Key Responsibilities

• Coordinate all OS&E procurement activities from project initiation through hotel opening.
• Develop and maintain OS&E budgets, inventories, procurement schedules, and tracking reports.
• Coordinate receiving, warehousing, inventory control, and distribution of all OS&E items.
• Assist with the delivery, assembly, placement, and installation of furniture, fixtures, and operational equipment throughout the hotel.
• Support the setup and organization of guest rooms, public spaces, back-of-house areas, offices, and operational departments.
• Assist department leaders with setting up offices, including furniture placement, office supplies, filing systems, and operational materials.
• Coordinate the movement and relocation of furniture, equipment, and supplies as operational needs change during the pre-opening phase.
• Work alongside contractors, vendors, and hotel staff to ensure departments are fully equipped and operational according to the opening schedule.
• Conduct quality inspections of delivered goods and report damaged, missing, or incorrect items.
• Maintain accurate inventory records, asset documentation, and storage organization.
• Monitor purchase orders, invoices, and expenditures to ensure budget compliance.
• Assist with room and departmental installations, mock operations, and opening readiness activities.
• Support hotel leadership with special projects and operational tasks necessary to achieve a successful opening.

Physical Requirements:

• While performing the duties of this job, the employee is frequently required to walk, stand, crouch/bend/stoop, reach, smell, and push/pull, the employee is constantly required to hear and talk. The employee must occasionally sit, grasp, and lift objects weighing up to 50 pounds or more. Specific vision abilities constantly required are near vision and occasionally required include close and far vision. Finger dexterity is required to operate a point-of-sale system, use of a jigger, and stirring with a bar spoon.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.