Reservations Agent

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

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
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