Reservation Agent

Pacific Hospitality Group; Phoenix (AZ); On-site; USD 35,000 - 50,000; Full time

Job summary

Pacific Hospitality Group in Phoenix, AZ seeks a dedicated Reservations Coordinator to provide an exceptional booking experience aligned with Forbes Travel Guide 5-Star standards. This role involves managing guest reservations, enhancing pre-arrival experiences, and ensuring seamless operations through refined communication and attention to detail.

The ideal candidate is someone who thrives in a fast-paced luxury environment and is passionate about uplifting guest experiences. A high school education along with strong mathematical skills and proficiency in PMS software are essential.

Qualifications

• Knowledge of the English language for effective communication.
• Ability to lift, push, and pull a minimum of 20 pounds.
• Passion for providing excellent customer service.

Responsibilities

• Manage guest reservations and special requests.
• Handle guest communications through phone and email.
• Maintain guest information for personalized experiences.
• Process payments and changes to reservations.
• Work under pressure during peak times.

Skills

Refined communication skills

Attention to detail

Strong mathematical skills

Proficiency in Microsoft Office

Ability to manage multiple tasks

Education

High school education and relevant training

Additional education preferred

Tools

PMS software

SynXis

HMS

Revinate

Sertifi

Job description

## Reservation AgentApplylocations: Denú Hotel & Spa - Phoenix, AZtime type: Full timeposted on: Posted Yesterdayjob requisition id: JR100238**Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.****Our Guiding Principles:****Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment****Job Description****Position Summary**The Reservations Coordinator is a critical ambassador of our brand, delivering a seamless and personalized booking experience that reflects Forbes Travel Guide 5-Star standards. This role ensures that every guest interaction—prior to arrival—is handled with precision, warmth, and anticipatory service, setting the tone for an exceptional stay.The ideal candidate is a polished hospitality professional who thrives in a fast-paced luxury environment, enjoys engaging with guests, and is passionate about creating memorable experiences.**What you will accomplish****Key Responsibilities*** Demonstrate refined communication skills, professionalism, and attention to detail consistent with Forbes 5-Star standards* Manage guest reservations, pre-arrival experiences, and special requests to uphold the resort’s luxury standards.* Accurately manage room availability, rates, and occupancy to optimize reservations and upselling when possible.* Process reservations via phone, email, and online platforms (SynXis, HMS, Revinate, Sertifi, etc.).* Deliver highly personalized and engaging service in all guest communications (phone, email, online channels)* Partner closely with Front Office, Housekeeping, Spa, and Concierge teams to ensure seamless guest experiences* Handle group reservations and manage high-demand periods efficiently.* Maintain guest information to enhance personalized experiences.* Process payments, compute bills, and make changes to reservations as needed.* Work under pressure during peak times, ensuring smooth operations.* Perform other job duties as instructed by the department manager.**What you will bring****Qualifications*** Knowledge of the English language to effectively communicate with guests, associates, and vendors.* Knowledge of hotel departments and functions.* Strong mathematical and computer skills, with proficiency in Microsoft Office and PMS software.* Ability to actively listen, learn quickly, and manage multiple tasks in a fast-paced environment.* Ability to maintain accuracy and attention to detail while handling guest interactions and requests.* Ability to lift, push, and pull a minimum of 20 pounds and perform physical activities such as lifting, walking, and handling materials.* Ability to remain calm under pressure and resolve issues with professionalism.* Willingness to work evenings, weekends, and holidays based on business needs.* Passion for providing excellent customer service with exceptional organizational skills.**Great if you have*** Experience in a luxury hotel or Forbes-rated resort environment.* Bilingual communication skills.* High school education and relevant training and experience required. Additional education is preferred.* Knowledge of dining, and local attractions.* Previous experience with guest engagement or upselling initiatives.