Reservations Agent

Pyramid Global Hospitality; Napoli; On-site; EUR 22,000 - 23,000; Full time

Job summary

Naples Bay Resort & Marina, part of Pyramid Global Hospitality, seeks a Reservations Agent to join our guest-focused team. You will help guests discover and book their Wanderlust experiences, answer calls from around the world, and greet guests in a friendly, welcoming manner.

You will use reservations software, ensure accuracy, promote revenue opportunities, and collaborate with front desk and accounting to deliver exceptional service.

Qualifications

• High school diploma or equivalent.
• Previous hotel or resort experience preferred.
• Bilingual in English and Spanish preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Help guests discover and book their Wanderlust experience.
• Answer calls and greet guests from around the world in a friendly manner.
• Make guest reservations for all resort accommodations.
• Ensure reservation accuracy and relay guest requests to the appropriate departments.
• Promote revenue optimization concepts to maximize resort revenue.
• Use reservations software to complete bookings efficiently.
• Generate and audit daily reservations reports.
• Upsell resort amenities and contribute to ancillary revenue goals.
• Meet monthly ADR, conversion, and revenue targets.
• Maintain knowledge of the resort and surrounding area.

Skills

Customer service

Communication

Bilingual (English/Spanish)

Sales skills

Education

High school diploma

Tools

Reservations software

Job description

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, Condé 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.

About Our Property

Welcome to Naples Bay Resort & Marina, a premier waterfront destination in the Pyramid Global Hospitality portfolio, located in the heart of Naples, Florida. Featuring 87 guest rooms and 4,530 sq ft of meeting space, this luxury resort blends the energy of a vibrant marina lifestyle with the elevated hospitality for which Naples is known.

At Naples Bay Resort & Marina, we pride ourselves on creating memorable experiences through exceptional service and a strong commitment to our people-first culture. As a member of our team, you'll have the opportunity to work in a dynamic, supportive environment, surrounded by the beauty of Southwest Florida's waterfront. We offer opportunities across a variety of departments, where collaboration, growth, and professionalism are at the center of everything we do.

Joining our team means becoming part of a close-knit community that values teamwork, passion, and delivering outstanding experiences. Whether you're beginning your hospitality journey or looking to take the next step in your career, Naples Bay Resort & Marina offers a rewarding environment where you can grow and thrive. If you're ready to be part of something special, we invite you to explore opportunities and apply today.

What You Will Have An Opportunity To Do

We are looking for a highly engaging, customer focused individual to join our Reservations team as a Reservations Agent. The successful candidate for this role will have a proven track record of providing exceptional service, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally.

The Reservation teams play an integral role in ensuring that each of our guests has an exceptional experience while planning their visit. They are responsible for creating a positive guest interaction that will build the guests anticipation for their upcoming visit. They must also be knowledgeable on providing accurate information to our guests on room packages, special promotions at the resort, and special events going on during their stay. This role is the key to helping our guests discover their “Wanderlust” experience!

If you have experience in a hotel/resort reservations team, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.

Your Role

• You will help guests discover and book their “Wanderlust” experience
• You will answer calls and greet people from all over the world in a friendly and welcoming manner
• Make guest reservations for all resort accommodations
• Ensure accuracy of reservation, recognize guests’ needs and requests, and properly communicate requests to appropriate departments.
• Promote an understanding of revenue optimization concepts, ideas, and practices to better maximize our Resort’s revenue capabilities.
• Utilize training of reservations software system to successfully and independently complete reservations in a timely manner.
• Generate and audit daily reservations reports as assigned to ensure reservation completion, accuracy, and preparedness.
• Generates additional guest interest in all resort amenities and outlets to assist in achieving ancillary revenue goals and enhance guest vacation experience.
• Responsible for striving to achieve monthly ADR, conversion, and revenue goals.
• Maintains a strong familiarity the Resort and surrounding area.
• Remain up-to-date on all resort and amenity offerings, promotions and campaigns, and changes in policies and procedures.
• Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest’s satisfaction.
• Maintains strong relationships & communications with Accounting, Front Desk and Guest Services teams.
• Interacts with resort staff in a polite and respectful manner
• 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.
• Other duties as assigned.

What are we looking for?

• 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

Compensation

$18

$19

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

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certificates and specific office location. This may differ in other locations due to cost of labor considerations.