Department: Reservations

Banyan Group; Baja California; On-site; MXN 420,000 - 540,000; Full time

Job summary

Banyan Tree Veya – Valle de Guadalupe in Mexico seeks a Reservations Agent to be the first guest contact, handling inquiries and bookings with precision and personalized care.

You will use Opera Cloud and SynXis, coordinate with multiple departments, and upsell luxury experiences to maximize occupancy and revenue while delivering the Banyan Tree standard of mindful service.

Qualifications

• At least 2 years in Reservations or related hospitality roles.
• Experience with luxury hotels/resorts preferred.
• Strong knowledge of PMS/CRS systems (Opera Cloud, SynXis).
• Ability to manage multiple requests with accuracy.
• Fluent in English and Spanish.

Responsibilities

• Handle reservation requests, modifications, and cancellations with accurate rates and policies.
• Manage inventory using Opera Cloud, SynXis, and other platforms.
• Coordinate with OTAs, Brand.com, GDS, and other channels.
• Provide warm, personalized service via phone, email, and messaging.
• Upsell accommodations and resort experiences to maximize occupancy and revenue.
• Collaborate with Front Office, Guest Services, Housekeeping, and F&B to deliver seamless stays.
• Maintain detailed guest profiles for personalized service.
• Monitor deposits and prepayments when required.

Skills

Communication skills

Sales / upselling

Organizational skills

Multitasking

Interpersonal skills

Tools

Opera Cloud

SynXis

CRS platforms

Job description

Country: Mexico
Property: Banyan Tree Veya – Valle de Guadalupe
Type: Full Time

Banyan Tree Veya – Valle de Guadalupe. México

About Our Team

At Banyan Tree Veya, every guest journey begins long before arrival. Through thoughtful communication, personalized attention, and genuine care, we create meaningful connections that transform a reservation into the beginning of an extraordinary experience.

As part of our Sales Division, the Reservations team plays a vital role in delivering our philosophy of mindful luxury, ensuring that every guest interaction reflects the warmth, authenticity, and attention to detail that define Banyan Tree Veya.

Role Purpose

The Reservations Agent serves as the first point of contact for our guests, ensuring that every reservation is handled with accuracy, efficiency, and personalized care. This role is responsible for creating seamless booking experiences while providing expert guidance on accommodations, rates, services, and resort experiences.

Guided by the Banyan Tree philosophy “I am with you”, the Reservations Agent anticipates guest needs, delivers exceptional service across all communication channels, and contributes directly to guest satisfaction, occupancy, and revenue performance.

The Impact of This Role

This position is instrumental in shaping the guest's first impression of Banyan Tree Veya by ensuring:

• Exceptional service from the very first interaction
• Accurate and seamless reservation processes
• Personalized guest experiences tailored to individual preferences
• Strong conversion of inquiries into confirmed reservations
• Revenue growth through upselling and cross-selling opportunities
• Effective coordination with operational departments to deliver memorable stays
• Consistent luxury standards throughout the guest journey

Position Objective

To manage all reservation inquiries and bookings with precision, professionalism, and personalized attention while maximizing occupancy, revenue opportunities, and guest satisfaction through exceptional service and a deep understanding of the resort's offerings.

Key Responsibilities

• Manage reservation requests, modifications, and cancellations ensuring accuracy in rates, availability, policies, and guest information.
• Utilize Opera Cloud, SynXis, and other reservation platforms effectively to manage inventory and bookings.
• Ensure proper integration and management of reservations from OTAs, Brand.com, GDS, consortia, wholesale, and other distribution channels.
• Provide warm, professional, and highly personalized service via phone, email, and messaging platforms.
• Anticipate guest needs by identifying travel purposes, preferences, special occasions, and individual requirements.
• Review daily arrivals, VIP reservations, urgent bookings, and special requests to ensure flawless guest experiences.
• Proactively manage waiting lists and booking opportunities to maximize occupancy.
• Coordinate effectively with Front Office, Guest Services, Housekeeping, Spa, Food & Beverage, and other departments to ensure seamless guest experiences.
• Maintain detailed reservation notes and guest profiles to support personalized service delivery.
• Monitor deposits, prepayments, pre-authorizations, and commission processes when required.
• Identify opportunities for upselling and cross-selling accommodations and resort experiences.
• Contribute to achieving reservation conversion, guest satisfaction, and revenue objectives.

Critical Skills & Qualifications

• Minimum 2 years of experience in Reservations, Sales, Front Office, or related hospitality roles.
• Experience within luxury hotels or resorts preferred.
• Strong knowledge of PMS systems, preferably Opera Cloud, CRS platforms, and distribution channels.
• Proven ability to handle multiple requests simultaneously while maintaining accuracy and attention to detail.
• Excellent organizational and administrative skills.
• Strong communication and interpersonal abilities with a genuine passion for hospitality.
• Sales-oriented mindset with experience in upselling and cross-selling luxury experiences.
• Understanding of luxury hospitality standards such as Forbes, LQA, or equivalent is highly desirable.
• Cultural sensitivity and the ability to interact confidently with international guests.
• Fluency in English and Spanish, both written and spoken, required. Additional languages are an advantage.

Banyan Tree Philosophy

“I am with you”

At Banyan Tree, genuine care is at the heart of every interaction. Through attentiveness, empathy, and personalized hospitality, we create meaningful experiences that stay with our guests long after their journey ends.

What Makes This Role Unique

This is more than a reservations position, it is an opportunity to become the voice of Banyan Tree Veya and the first connection between our guests and the extraordinary experiences that await them in Valle de Guadalupe.

As a Reservations Agent, you will play a key role in creating anticipation, building trust, and delivering personalized service from the very first interaction. Through your expertise, attention to detail, and passion for hospitality, you will help shape unforgettable stays that reflect the essence of Banyan Tree Veya and its commitment to luxury, authenticity, and meaningful connection.

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