Evening Reservationist

At Palm House, the guest experience begins long before arrival. As a PBX & Reservations Agent, you will often be the first voice of Palm House—setting the tone for the gracious, personalized, and effortlessly refined service our guests can expect throughout their stay.

This role serves as both a trusted reservations specialist and a central point of communication for our guests and hotel teams. From thoughtfully assisting with a first‑time reservation to recognizing the preferences of a returning guest, the PBX & Reservations Agent transforms every interaction into an opportunity to create anticipation, build connection, and deliver an exceptional experience.

The ideal candidate is polished, articulate, and highly attentive to detail, with a genuine passion for luxury hospitality. Through accuracy, thoughtful communication, and intuitive service, this individual will embody the warmth and sophistication of Palm House while consistently delivering service aligned with Forbes‑level standards.

Respond to reservation inquiries received by telephone, email, online channels, and other booking platforms with warmth, professionalism, and a sense of urgency.

Accurately create, modify, and manage individual and group reservations in Opera or the hotel’s designated property management system.

Provide clear and timely booking confirmations, modifications, and cancellation information to guests and appropriate hotel departments.

Maintain detailed knowledge of Palm House accommodations, amenities, dining experiences, packages, rates, promotions, and hotel services.

Monitor room availability and inventory across room categories, collaborating with Revenue Management to support occupancy and revenue goals.

Serve as a welcoming and knowledgeable first point of contact, creating a memorable impression of Palm House with every interaction.

Partner with the Concierge, Guest Services, Front Office, Housekeeping, Food & Beverage, and other departments to support seamless pre‑arrival planning.

PBX and Hotel Communications

Manage incoming calls through the hotel’s PBX system efficiently, warmly, and professionally.

Answer calls promptly and use polished language consistent with Palm House service standards.

Accurately direct calls and provide helpful information regarding hotel services, amenities, dining, local experiences, and general inquiries.

Serve as a communication link between guests and hotel departments, ensuring requests are relayed clearly and without delay.

Remain calm, composed, and attentive during periods of high call volume or urgent operational situations.

Perform other duties and responsibilities as assigned based on the operational needs of the hotel.

Administrative and Reporting Responsibilities

Collaborate with the Sales team on group blocks, rooming lists, special billing instructions, and VIP reservations.

Maintain complete and accurate reservation records in accordance with Palm House policies, privacy requirements, and data‑protection standards.

Participate in departmental meetings, training sessions, and luxury‑service initiatives as required.

High school diploma or equivalent required; an associate or bachelor’s degree in hospitality management, business, or a related field is preferred.

One to two years of experience in hotel reservations, PBX, front office, guest services, or a related customer‑service position; luxury hotel experience is strongly preferred.

Experience using Opera, hotel booking platforms, PBX systems, and Microsoft Office applications is preferred.

Exceptional verbal and written communication skills, with a polished and professional telephone presence.

Collaborative approach and the ability to communicate effectively with colleagues across all hotel departments.

Genuine passion for luxury hospitality, personalized service, and creating memorable guest experiences.

Commitment to upholding Palm House standards and delivering service consistent with Forbes‑level expectations.

Ability to remain seated and work at a desk or computer for extended periods.

Manual dexterity sufficient to operate telephones, keyboards, printers, and other standard office equipment.

Ability to occasionally lift and carry items weighing up to 10 pounds, such as office supplies or materials.

Ability to work a flexible schedule based on business needs, including mornings, evenings, weekends, and holidays.

At Palm House, we believe exceptional hospitality begins with exceptional people. We value the unique perspectives, experiences, and talents each team member brings to Palm House. High school diploma or equivalent required; an associate or bachelor’s degree in hospitality management, business, or a related field is preferred.

Minimum of one year of experience in hotel reservations, PBX, front office, guest services, or a similar customer‑service role.

Previous experience in a luxury hotel or resort environment is strongly preferred.

Experience with PBX telephone systems, online booking platforms, and Microsoft Office applications.

Excellent verbal and written communication skills, including a polished and professional telephone presence.

Ability to provide warm, personalized, and discreet service consistent with Palm House and Forbes‑level standards.

Ability to handle confidential guest and hotel information with discretion.

Ability to work collaboratively and communicate effectively with all hotel departments.

Professional appearance and demeanor consistent with Palm House grooming and presentation standards.

Ability to work a flexible schedule based on business needs, including mornings, evenings, weekends, and holidays.

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