Luxury Reservations Agent: Elevate VIP Guest Experiences

Hotel Swexan; Dallas (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Hôtel Swexan, Harwood Hospitality Group's premier Dallas luxury hotel, seeks a Reservations Agent to be the first point of contact for guests, drive revenue, and deliver a highly personalized experience aligned with our brand standards.

You will handle inquiries, create and modify bookings in Opera PMS, upsell packages, and coordinate with Front Office, Sales, and Revenue teams to ensure flawless guest experiences.

Qualifications

• High School diploma or equivalent.
• Experience in a luxury or upscale property preferred.
• Excellent communication skills, including fluency in English; bilingual is a plus.
• Ability to sit for extended periods and work on a computer.
• Availability to work evenings, weekends, and holidays as needed.
• Experience utilizing Opera is a plus.

Responsibilities

• Answer inbound calls, emails, and online inquiries in a professional, timely, and guest-focused manner
• Accurately create, modify, and cancel reservations within PMS/CRS systems
• Promote upsells, packages, and experiences to maximize ADR and total revenue
• Communicate destination fee inclusions, policies, and hotel amenities clearly
• Maintain detailed guest profiles and preferences
• Ensure rate code, package, and billing accuracy at time of booking
• Collaborate with Front Office, Sales, and Revenue Management teams regarding availability and special requests
• Support inputting of group room detail into Opera from Sales team as needed.
• Monitor booking pace and notify leadership of unusual trends or high-demand dates
• Support pre-arrival planning and VIP coordination as assigned
• Remain up to date with hotel information, local attractions, restaurant, and transportation options.
• Uphold luxury service standards and always represent the hotel professionally

Skills

Communication

Fluent English

Bilingual (a plus)

Education

High School diploma or equivalent

Tools

Opera PMS

Job description

Hôtel Swexan, Harwood Hospitality Group's premier Dallas luxury hotel, seeks a Reservations Agent to be the first point of contact for guests, drive revenue, and deliver a highly personalized experience aligned with our brand standards.

You will handle inquiries, create and modify bookings in Opera PMS, upsell packages, and coordinate with Front Office, Sales, and Revenue teams to ensure flawless guest experiences.