Reservations Agent

Omni Hotels & Resorts; Región Costa Norte; On-site; MXN 250,000 - 350,000; Full time

Job summary

Omni Hotels & Resorts is seeking a bilingual Reservations Specialist for Omni Pontoque Resort at Punta de Mita, opening early 2027. You will handle inbound reservation inquiries, modifications, upgrades, and special requests, while delivering elevated luxury service and building guest relationships.

Fluency in English and Spanish is required, with experience in hospitality or call center environments preferred.

Qualifications

• Bilingual in English and Spanish required.
• Degree or diploma in Hospitality Management, Tourism, Business Administration, or related field preferred.
• 3 years of hotel, resort, or call center experience preferred.
• Passion for luxury hospitality and guest experience excellence.
• Strong sales aptitude with ability to recommend upgrades and packages.

Responsibilities

• Deliver an elevated luxury service experience reflecting Omni standards.
• Build guest relationships by actively listening and anticipating needs.
• Process reservation inquiries, modifications, upgrades, and special requests.
• Promote Select Guest loyalty program per brand procedures.
• Respond professionally to guest inquiries and maintain confidentiality.

Skills

Bilingual in English and Spanish

Education

Degree or diploma in Hospitality Management, Tourism, Business Administration

Tools

Microsoft Office

Job description

Pontoque Resort at Punta de Mita
Opening in early 2027, Omni Hotels & Resorts has officially broken ground and construction is well underway on Omni Pontoque Resort at Punta de Mita, the brand’s first luxury resort in Mexico. Staying true to the brand’s mission of creating elevated places and spaces that are inspired by a destination, the resort’s exterior and interiors will pay homage to the local culture with a contemporary twist.

Omni Pontoque Resort at Punta de Mita
Opening in early 2027, Omni Hotels & Resorts has officially broken ground and construction is well underway on Omni Pontoque Resort at Punta de Mita, the brand’s first luxury resort in Mexico. Staying true to the brand’s mission of creating elevated places and spaces that are inspired by a destination, the resort’s exterior and interiors will pay homage to the local culture with a contemporary twist. This beachfront resort will feature 244 guest rooms and suites and two 4-bedroom villas with sweeping views of the Bay of Banderas. Complementing the local area’s many attractions and activities, the resort will offer three original restaurant concepts, a destination spa with 14 treatment rooms, two retail shops, multiple pools including adult-only and family-friendly options, a state-of-the-art indoor and outdoor fitness center, and a kids club. Boasting over 27,000 square feet of meeting and event space, the Omni Pontoque will feature a 6,000 square foot ballroom, an open-air pavilion, multiple event lawns and dedicated meeting rooms, all of which provide breathtaking ocean views.

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.

Omni Hotels & Resorts Is An Equal Opportunity/AA/Disability/Veteran Employer. The EEO Is The Law Poster Is Available Using The Following Link
EEOC is the Law Poster.
Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.