Reservations Agent

Harwood International; Dallas (TX); Sur place; USD 40 000 - 60 000; Plein temps

Résumé du poste

Harwood Hospitality Group in Dallas seeks a Reservations Agent to be the first contact for guests, driving revenue and delivering a personalized luxury experience aligned with brand standards.

You will handle inquiries, manage bookings in Opera PMS, promote experiences, and collaborate with Front Office and Revenue teams to ensure accurate details and exceptional guest service.

Qualifications

• High School diploma or equivalent.
• Experience in luxury or upscale property preferred.
• Fluent English; bilingual is a plus.
• Ability to sit for extended periods and work on a computer.

Responsabilités

• Answer calls, emails, and inquiries promptly and professionally.
• Create, modify, and cancel reservations in PMS/CRS.
• Promote upsells, packages, and experiences to drive revenue.
• Communicate policies and hotel amenities clearly.
• Maintain guest profiles and preferences.
• Ensure accurate rate codes and billing.
• Coordinate with Front Office, Sales, and Revenue teams.
• Input group room details into Opera from Sales as needed.
• Monitor booking pace and flag high-demand dates.
• Assist with pre-arrival planning and VIP coordination.
• Stay updated on hotel information and local attractions.
• Uphold luxury service standards.

Connaissances

Fluent English

Bi-lingual

Formation

High School Diploma

Outils

Opera PMS

Description du poste

Company Overview

Harwood Hospitality Group, Dallas’ premier Hospitality owner-operator, introduces its most complete expression of a multi-generational vision in Harwood District’s first hotel, Hôtel Swexan.

The Hotel is a new destination, with an uncompromising mission that values experience above all. It is a place like no other that draws inspirations from the world’s greatest cities – New York, London, Paris – together in one location to create something completely new. Local expertise with an international influence. Classic and contemporary, the hotel is a twist on conventions.

Part collection, part creativity, and always elegant. Guests stay to get lost – in culture and conversation. The Hotel is a world of its own, a meeting place, a hideaway, a stomping ground. For celebration or solitude.

Designed with all generations in mind, Harwood District’s hotel plays host to an eclectic mix of personalities. It is a timeless setting where locals mix with out-of-towners and old souls encounter the young at heart.

Intimate, immersive, and transportive. Hôtel Swexan has a surprise around every corner. Forget, for a second, where you came from, and leave with a memory that keeps you coming back.

Position Summary

The Reservations Agent serves as the first point of contact for many guests and plays a key role in driving revenue, conversion, and exceptional service. This position is responsible for handling reservation inquiries, maximizing room revenue opportunities, and ensuring accurate booking details while delivering a highly personalized luxury experience aligned with brand standards.

Responsibilities

• Answer inbound calls, emails, and online inquiries in a professional, timely, and guest-focused manner
• Accurately create, modify, and cancel reservations within PMS/CRS systems
• Promote upsells, packages, and experiences to maximize ADR and total revenue
• Communicate destination fee inclusions, policies, and hotel amenities clearly
• Maintain detailed guest profiles and preferences
• Ensure rate code, package, and billing accuracy at time of booking
• Collaborate with Front Office, Sales, and Revenue Management teams regarding availability and special requests
• Support inputting of group room detail into Opera from Sales team as needed.
• Monitor booking pace and notify leadership of unusual trends or high-demand dates
• Support pre-arrival planning and VIP coordination as assigned
• Remain up to date with hotel information, local attractions, restaurant, and transportation options.
• Uphold luxury service standards and always represent the hotel professionally

Requirements

• High School diploma or equivalent
• Experience working in a luxury or upscale property preferred.
• Excellent communication skills, including the ability to speak, read and write fluently in English; Bi-lingual is a plus.
• Ability to sit for extended periods and work on a computer
• Availability to work evenings, weekends, and holidays as needed
• Experience utilizing Opera is a plus.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.