Luxury Reservations Agent — Upsell & Guest Experience

Hyatt Hotels Corporation; Oceanside (CA); On-site; USD 24,000 - 35,000; Full time

Benefits offered by this job

12 Complimentary hotel room nights

Discounted room rates for colleagues

Bereavement and jury duty pay

Vacation, sick, and new child leave

Medical, dental and vision insurance

401K with employer match

Employee Stock Purchase Plan

Complimentary employee meals

Job summary

Hyatt Hotels Corporation is seeking a Reservations Agent for Mission Pacific Hotel (JdV by Hyatt) and The Seabird Resort (Destination by Hyatt). You will handle inbound calls, emails, and online requests, assist guests with room reservations, and upsell premium options to enhance stays, while delivering luxury service.

The role requires hospitality experience, strong communication, and knowledge of PMS/CRS systems; flexible shifts including mornings/evenings; compensation is $21.50 per hour with

Qualifications

• High school diploma or equivalent required; hospitality, tourism or business education preferred.
• Excellent verbal and written communication skills with the ability to provide professional and personalized guest service.
• Strong sales aptitude with the ability to identify guest needs and confidently upsell room types, packages, and hotel amenities.

Responsibilities

• Manage inbound calls, emails, and online reservation requests while delivering exceptional, personalized service reflective of luxury Forbes hospitality standards.
• Assist guests with room reservations, special requests, upgrades, packages, and itinerary planning to create seamless guest experiences.
• Pre-Arrival phone calls to handle upcoming special requests, upsells, booking restaurants, spa, and recreation activities.
• Build rapport with guests by identifying their needs and recommending accommodations and amenities that enhance their stay.
• Maintain extensive knowledge of room types, rates, promotions, dining outlets, spa services, and local attractions to provide informed recommendations.
• Maximize hotel revenue through strategic upselling of premium room categories, packages, and hotel experiences.
• Process reservation modifications, cancellations, and group bookings while ensuring accuracy and adherence to hotel policies.
• Coordinate with Front Office, Housekeeping, Sales, and Concierge teams to fulfill guest preferences and special accommodations prior to arrival.
• Utilize property management and reservation systems to accurately manage inventory, guest profiles, and reservation details.
• Resolve guest concerns and reservation discrepancies with professionalism, empathy, and timely follow-up.

Skills

Verbal communication

Written communication

Sales aptitude

Upselling

Customer service

Education

High school diploma

Hospitality education

Tools

PMS

CRS

Microsoft Office

Job description

Hyatt Hotels Corporation is seeking a Reservations Agent for Mission Pacific Hotel (JdV by Hyatt) and The Seabird Resort (Destination by Hyatt). You will handle inbound calls, emails, and online requests, assist guests with room reservations, and upsell premium options to enhance stays, while delivering luxury service.

The role requires hospitality experience, strong communication, and knowledge of PMS/CRS systems; flexible shifts including mornings/evenings; compensation is $21.50 per hour with