Reservations Agent

Omni Hotels & Resorts; La Cruz de Huanacaxtle; Presencial; MXN 469.000 - 670.000; Jornada completa

Descripción de la vacante

Omni Hotels & Resorts is seeking a Reservation Agent to act as a brand ambassador, handling inquiries with warmth, efficiency, and attention to detail while maximizing revenue opportunities through consultative sales techniques and personalized guest engagement that reflect the highest standards of service excellence, from the resort’s pre-opening phase onward.

The role requires bilingual English/Spanish, strong communication skills, and a passion for luxury hospitality.

Formación

• Fluent in English and Spanish with strong written and verbal skills.
• Degree or diploma in Hospitality or related field preferred.
• 3 years hotel or call center experience preferred.

Responsabilidades

• Deliver elevated luxury service reflecting Omni Hotels & Resorts standards.
• Build guest relationships with active listening and personalized reservations.
• Process inbound inquiries accurately while using sales techniques to maximize revenue.
• Assist guests with modifications, cancellations, upgrades, and special requests.
• Promote and enroll guests into the Select Guest loyalty program.
• Respond to inquiries professionally with a solutions-oriented approach.

Conocimientos

Bilingual English/Spanish

Excellent communication

Customer service excellence

Upselling and revenue focus

Educación

Hospitality degree preferred

Herramientas

Reservation systems

Microsoft Office

Descripción del empleo

As a Reservation Agent, the ideal candidate serves as a brand ambassador and trusted guest resource, delivering exceptional service experiences through every interaction. This role is responsible for handling reservation inquiries with professionalism, warmth, efficiency, and attention to detail, while maximizing revenue opportunities through consultative sales techniques and personalized guest engagement that reflect the highest standards of service excellence, from the resort’s pre-opening phase onward.

Essential Functions

• Deliver an elevated luxury service experience that reflects the culture and standards of Omni Hotels & Resorts.
• Build meaningful guest relationships by actively listening, anticipating needs, and providing personalized reservation experiences.
• Process inbound reservation inquiries accurately and efficiently while utilizing strategic sales techniques to maximize revenue opportunities.
• Assist guests with reservation modifications, cancellations, upgrades, and special requests.
• Promote and enroll guests into the Select Guest loyalty program in accordance with brand standards and call flow procedures.
• Respond to all guest inquiries professionally, courteously, and with a solutions-oriented approach.
• Maintain a positive, polished, and collaborative attitude toward guests, colleagues, and leadership.
• Operate telephone and reservation systems with accuracy and efficiency.
• Demonstrate thorough knowledge of current company policies, procedures, hotels, packages, and promotional offerings.
• Maintain comprehensive knowledge of luxury hospitality sales techniques, reservation procedures, and guest service best practices.
• Perform additional duties and responsibilities as assigned to support operational and business needs.

Minimum Requirements

• Bilingual in English and Spanish, with strong verbal and written communication skills in both languages.
• Degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field preferred.
• 3 years of previous hotel or call center experience preferred.
• Computer proficiency, including Microsoft Office and Windows.
• Passion for luxury hospitality, hotels, and guest experience excellence.
• Previous hotel, resort, hospitality, or luxury call center experience preferred.
• Strong sales aptitude with the ability to confidently recommend upgrades, packages, and tailored guest experiences.
• Exceptional verbal and written communication skills with a polished and professional demeanor.
• Ability to maintain strict confidentiality and exercise sound judgment in sensitive situations.
• Highly organized with strong multitasking, time management, and attention-to-detail skills.
• Ability to manage a high volume of guest inquiries with professionalism, efficiency, and a commitment to delivering exceptional luxury service experiences.
• Receptive to coaching and committed to continuous improvement and professional growth.