Reservations Agent

Hotel Swexan; Dallas (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Hôtel Swexan, Harwood Hospitality Group's premier Dallas luxury hotel, seeks a Reservations Agent to be the first point of contact for guests, drive revenue, and deliver a highly personalized experience aligned with our brand standards.

You will handle inquiries, create and modify bookings in Opera PMS, upsell packages, and coordinate with Front Office, Sales, and Revenue teams to ensure flawless guest experiences.

Qualifications

• High School diploma or equivalent.
• Experience in a luxury or upscale property preferred.
• Excellent communication skills, including fluency in English; bilingual 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.

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

Skills

Communication

Fluent English

Bilingual (a plus)

Education

High School diploma or equivalent

Tools

Opera PMS

Job description

Description

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.