Remote Reservations & Guest Service Specialist (Hospitality)

Recursos Humanos Marival Resorts; Xalisco; Remote; MXN 167,000 - 301,000; Full time

Benefits offered by this job

Flexible work-from-home arrangement

Comprehensive training

Job summary

Recursos Humanos Marival Resorts seeks a detail-oriented Remote Reservations and Guest Service Specialist to manage reservations, answer guest inquiries, and ensure a seamless pre-arrival experience from a home office.

You will be the first point of contact for potential and existing guests, maintaining knowledge of offerings, handling inquiries, and upselling when appropriate across properties in Mexico, including Cuernavaca.

Qualifications

• Experience in reservations, customer service, or related hospitality role preferred.
• Excellent verbal and written communication in Spanish.
• Strong organizational skills and meticulous attention to detail.
• Proficiency with PMS and standard office software.
• Ability to work independently in a remote setting and manage time effectively.
• A reliable high-speed internet connection and a dedicated home office space.
• Friendly, patient, customer-focused attitude.
• Flexibility to work various shifts, including weekends/holidays.
• Basic understanding of the tourism landscape in Mexico, especially Morelos, is a plus.
• English language proficiency is an advantage.

Responsibilities

• Process, confirm, and modify guest reservations via phone, email, and online channels.
• Respond to guest inquiries on room availability, rates, amenities, and policies.
• Provide information and assistance with booking-related requests to ensure a positive experience.
• Handle guest complaints or issues and escalate as needed.
• Maintain knowledge of hotel offerings, promotions, and local attractions.
• Input and update guest data in the PMS with accuracy.
• Collaborate with front desk and sales teams to ensure guest satisfaction.
• Adhere to company service standards and procedures.
• Identify opportunities to upsell services or accommodations when appropriate.
• Contribute to a positive remote work environment.

Skills

Verbal and written communication

Spanish language proficiency

Organizational skills

Independent work ability

Reliable high-speed internet

Customer-focused attitude

Shift flexibility

English proficiency

Tools

PMS

Office software

Job description

Recursos Humanos Marival Resorts seeks a detail-oriented Remote Reservations and Guest Service Specialist to manage reservations, answer guest inquiries, and ensure a seamless pre-arrival experience from a home office.

You will be the first point of contact for potential and existing guests, maintaining knowledge of offerings, handling inquiries, and upselling when appropriate across properties in Mexico, including Cuernavaca.