Reservations & Guest Experience Specialist

Banyan Group; Ciudad de México; On-site; MXN 167,000 - 234,000; Full time

Job summary

Banyan Group is seeking a Reservations Agent to manage inquiries and bookings from travel agencies, guests, and partners. You will confirm, modify, and cancel reservations within hotel procedures, provide detailed information on availability, rates, and facilities, and document guest requests to ensure a seamless experience.

In this role you will work closely with Front Office, Sales, and Revenue Management teams to plan pre-arrival arrangements and maximize guest satisfaction and revenue.

Responsibilities

• Manages reservations requested by travel agencies, guests, and business partners in the hotel reservation system.
• Confirms, modifies, and cancels reservations per procedures and hotel policies.
• Provides accurate information on room availability, rates, packages, services, and facilities, and identifies upsell opportunities.
• Maintains complete and accurate reservation records and documents guest requests and preferences.
• Collaborates with Front Office, Sales, Revenue Management and other departments to ensure smooth pre-arrival planning and guest experience.
• Responds to inquiries professionally via email, phone, and other channels while ensuring confidentiality of guest information.
• Supports the Reservations Department operations and performs additional duties to boost guest satisfaction and revenue.

Job description

Banyan Group is seeking a Reservations Agent to manage inquiries and bookings from travel agencies, guests, and partners. You will confirm, modify, and cancel reservations within hotel procedures, provide detailed information on availability, rates, and facilities, and document guest requests to ensure a seamless experience.

In this role you will work closely with Front Office, Sales, and Revenue Management teams to plan pre-arrival arrangements and maximize guest satisfaction and revenue.