Luxury Reservations Specialist – Guest Experience

BENCHMARK

Naples (FL)

On-site

USD 25,000 - 33,000

Full time

3 days ago

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Job summary

Pyramid Global Hospitality is seeking a service-driven Reservations Agent for Naples Grande Beach Resort to be the first point of contact in the guest journey, processing requests and ensuring a personalized experience from inquiry to arrival.

The role requires attention to detail, effective communication, and the ability to identify guest needs while maximizing revenue opportunities; training will be provided, weekend/holiday availability may be required, and prior hospitality experience is a

Qualifications

Previous luxury hospitality or reservations experience is a plus but not required.
Strong verbal and written communication skills.
Ability to actively listen, identify guest needs, and upsell when appropriate.

Responsibilities

Process reservation requests, changes, and cancellations via phone, email, and other channels.
Identify guest needs and recommend room types, rates, packages, or experiences.
Verify availability and clearly communicate options to guests.
Explain deposit requirements, guarantees, and cancellation policies.
Enter and maintain guest and reservation information in the system.
Record guest preferences and special requests for a personalized arrival.
Maintain knowledge of rooms, amenities, and resort offerings.
Collaborate with Front Office, Concierge, Revenue, Sales to ensure a seamless stay.
Upsell premium rooms, suites, and packages when appropriate.
Meet service, quality, and revenue performance expectations.