Luxury Reservations Specialist — Guest Experience

Harwood Hospitality Group; Dallas, Northern (TX, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Harwood Hospitality Group is seeking a Reservations Agent for Hôtel Swexan in Dallas. You will be the first contact for guests, handling inquiries and bookings to drive revenue while delivering a personalized luxury experience.

Responsibilities include managing reservations in PMS/CRS, promoting upgrades, and ensuring accurate details. The role requires strong English communication and availability for evenings, weekends, and holidays in a premium property setting.

Qualifications

• High School diploma or equivalent.
• Experience in luxury or upscale property preferred.
• Excellent English communication; bilingual abilities are a plus.

Responsibilities

• Answer inbound calls, emails, and inquiries with guest-focused communication.
• Create, modify, and cancel reservations in PMS/CRS accurately.
• Promote upsells, packages, and experiences to maximize revenue.
• Explain destination fees, policies, and hotel amenities clearly.
• Maintain guest profiles and preferences for personalized service.
• Ensure accurate rate codes, packages, and billing at booking.
• Collaborate with Front Office, Sales, and Revenue Management on availability and requests.
• Input group room details into Opera from Sales as needed.
• Monitor booking pace and flag high-demand dates to leadership.
• Assist with pre-arrival planning and VIP coordination as required.
• Stay informed about hotel offerings, local attractions, and transport options.
• Uphold luxury service standards and professional representation.

Skills

Communication skills

English fluency

Bi-lingual

Education

High School diploma

Tools

Opera PMS

Job description

Harwood Hospitality Group is seeking a Reservations Agent for Hôtel Swexan in Dallas. You will be the first contact for guests, handling inquiries and bookings to drive revenue while delivering a personalized luxury experience.

Responsibilities include managing reservations in PMS/CRS, promoting upgrades, and ensuring accurate details. The role requires strong English communication and availability for evenings, weekends, and holidays in a premium property setting.