Gerente de Reservas y Experiencia del Huésped

Placements24; Tuxtla Gutiérrez; On-site; MXN 240,000 - 420,000; Full time

Benefits offered by this job

Paid time off

Employee discounts

Professional development

Job summary

Placements24 is seeking a Reservations and Guest Experience Manager for our boutique hotel in Tuxtla Gutiérrez, Chiapas. You will oversee all reservations, optimize occupancy, and deliver personalized guest experiences from booking to departure.

You will lead a small team, manage multiple booking channels, and act as the primary point of contact for guest inquiries. Strong communication, service excellence, and attention to detail are essential to reflect our high hospitality standards.

Qualifications

• Minimum of 3 years in hotel reservations, front desk operations, or guest services management.
• Proven leadership experience with the ability to motivate and guide a team.
• Fluency in Spanish and English desirable.
• Proficiency with PMS and booking engines.

Responsibilities

• Manage the reservations department, ensuring efficient and accurate processing of all bookings.
• Oversee room inventory and availability across all booking channels (online, phone, direct).
• Develop and implement strategies to maximize room revenue and occupancy rates.
• Train and supervise the reservations and front desk team, fostering a culture of exceptional service.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Ensure a seamless check-in and check-out process for all guests.
• Create personalized guest experiences, anticipating needs and offering tailored services.
• Monitor guest feedback and implement improvements to enhance the overall guest experience.
• Maintain relationships with OTAs and other distribution partners.
• Develop and implement upsell strategies for room upgrades and additional services.

Skills

Leadership

Communication

Organization

Bilingual Spanish/English

Education

High school diploma

Hospitality Management degree

Tools

PMS systems

Booking engines

Job description

About the Role

Our client, a charming boutique hotel located in the heart of Tuxtla Gutiérrez, Chiapas , is seeking a dedicated and customer-focused Reservations and Guest Experience Manager. This integral role is responsible for overseeing all reservations, ensuring optimal room occupancy, and guaranteeing an exceptional and personalized experience for every guest from booking to departure. You will lead a small team, manage booking channels, and be the primary point of contact for guest inquiries and concerns. The ideal candidate will possess outstanding communication skills, a passion for service excellence, and a keen eye for detail, ensuring that every interaction reflects the high standards of hospitality offered by our client in Tuxtla Gutiérrez . We are looking for someone who can anticipate guest needs and proactively address them to foster loyalty and positive reviews.

Key Responsibilities

• Manage the reservations department, ensuring efficient and accurate processing of all bookings.
• Oversee room inventory and availability across all booking channels (online, phone, direct).
• Develop and implement strategies to maximize room revenue and occupancy rates.
• Train and supervise the reservations and front desk team, fostering a culture of exceptional service.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Ensure a seamless check-in and check-out process for all guests.
• Create personalized guest experiences, anticipating needs and offering tailored services.
• Monitor guest feedback and implement improvements to enhance the overall guest experience.
• Maintain relationships with online travel agencies (OTAs) and other distribution partners.
• Develop and implement upsell strategies for room upgrades and additional services.

Requirements

• High school diploma required; a degree in Hospitality Management or a related field is a plus.
• Minimum of 3 years of experience in hotel reservations, front desk operations, or guest services management.
• Proven leadership experience, with the ability to motivate and guide a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational skills and meticulous attention to detail.
• Proficiency in hotel reservation systems (PMS) and booking engines.
• Customer-centric approach with a passion for delivering outstanding service.
• Ability to work under pressure and manage multiple priorities effectively.
• Fluency in Spanish and English is highly desirable.
• Familiarity with the local tourism offerings in Tuxtla Gutiérrez, Chiapas .

Benefits

A competitive salary, opportunities for professional development, and a supportive work environment are offered. You will play a key role in shaping the guest experience at a beloved hotel. Benefits include paid time off, employee discounts, and the chance to work with a dedicated team committed to hospitality excellence. Join our team in Tuxtla Gutiérrez and contribute to creating memorable stays for our guests.