Luxury Reservations Agent – Upsell & Guest Experience

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

Benefits offered by this job

12 Complimentary hotel room nights at

Discounted room rates for colleagues

Medical, dental and vision Insurance

401K with employer match

Employee Stock Purchase Plan

Complimentary employee meals

Job summary

The Seabird Ocean Resort and Spa, part of Hyatt, is seeking a Reservations Agent to deliver warm, personalized service for room, dining, and activity bookings. You’ll handle calls and emails, guide guests through options, and ensure seamless stays in a luxury hospitality setting.

Candidates should have hospitality experience, strong communication and sales skills, and proficiency with PMS/CRS. This on-site role offers competitive benefits and opportunities to grow within Hyatt's luxury brand.

Qualifications

• High school diploma or equivalent required; Hospitality, tourism or business education preferred.
• Minimum 1 year of experience in hotel reservations, front office, guest services, or related customer service role; luxury hospitality experience preferred.
• Excellent verbal and written communication skills with the ability to provide professional and personalized guest service.
• Strong sales aptitude with upsell ability and customer-focus.
• Proficiency with PMS, CRS, and Microsoft Office applications.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to exercise sound judgment and maintain composure in a fast-paced environment.
• Attention to detail and commitment to exceptional service.
• Ability to work independently and in a team.
• Flexible schedule including mornings, evenings, weekends and holidays.
• Fluent in English and professional demeanor.

Responsibilities

• Handle inbound calls, emails, and online reservation requests with luxury service.
• Assist guests with room reservations, upgrades, packages, and dining/spa bookings.
• Upsell premium rooms and experiences to maximize revenue.
• Coordinate with Front Office, Housekeeping, Sales, and Concierge to fulfill guest preferences.
• Maintain guest records and ensure communications meet Hyatt standards of professionalism.
• Resolve reservation issues professionally and follow up promptly.
• Meet performance metrics related to conversion, guest satisfaction, and accuracy.

Skills

Verbal communication

Written communication

Sales aptitude

Organizational skills

Attention to detail

Customer service

Team collaboration

Discretion

Multitasking

English fluency

Education

High school diploma or equivalent

Hospitality education preferred

Tools

PMS systems

CRS systems

Microsoft Office

Job description

The Seabird Ocean Resort and Spa, part of Hyatt, is seeking a Reservations Agent to deliver warm, personalized service for room, dining, and activity bookings. You’ll handle calls and emails, guide guests through options, and ensure seamless stays in a luxury hospitality setting.

Candidates should have hospitality experience, strong communication and sales skills, and proficiency with PMS/CRS. This on-site role offers competitive benefits and opportunities to grow within Hyatt's luxury brand.