Reservations Agent

La Bahia Hotel; Santa Cruz, Northern (CA, KY); Hybrid; USD 28,000 - 34,000; Full time

Job summary

La Bahia Hotel & Spa in Santa Cruz, CA seeks a Reservation Agent to be the first contact for guests, crafting seamless, personalized booking journeys while maximizing revenue opportunities.

This role requires precision, expert phone and email etiquette, and in-depth knowledge of room categories, with upselling and flawless PMS data entry as core duties.

Qualifications

• 2/3 years of reservations/front desk experience in luxury hotel preferred.
• Excellent communication and customer service skills.
• Advanced computer literacy required.
• Proficiency with PMS systems (Opera, Amadeus) and Microsoft Office highly desired.
• Fluent in English; additional languages a plus.

Responsibilities

• Process reservations via phone, email, and digital channels with polished professionalism.
• Demonstrate perfect phone etiquette and written communication.
• Master all room categories, suites, and amenities to make perfect recommendations.
• Handle special requests with discretion and follow-through.
• Personalize each booking by noting guest preferences.
• Utilize upselling techniques to enhance guest stays.
• Process deposits and payments with absolute accuracy.
• Maintain flawless data entry in PMS (Opera, Amadeus, etc.).
• Communicate VIP arrivals and special requests.
• Respond to inquiries within luxury service timeframes (e.g., quick response).
• Maintain knowledge of hotel facilities and local attractions.
• Coordinate with front office, concierge, and sales teams.
• Manage group booking coordination and pre-arrival planning for high-profile guests.
• Prepare daily reservation reports.
• Uphold grooming standards and uniform requirements.

Skills

Reservations experience

Excellent communication

Customer service

Upselling

Attention to detail

Data entry

Team player

Multitasking

Tools

Opera PMS

Amadeus PMS

Microsoft Office

Job description

Description

ABOUT US:

Nestled along the Pacific Coast, La Bahia Hotel & Spa celebrates its dramatic setting where the tip of Monterey Bay touches Sana Cruz's coveted Main Beach. Steeped in the romantic beauty of Spanish-Mediterranean architecture, locals and travelers alike will savor globally influenced cuisine, cocktails and wellness rituals infused with the region's agricultural bounty and coast-cultured Spirit.

SUMMARY:

The Reservation Agent embodies the art of hospitality as the initial touchpoint for our esteemed guests, crafting seamless and personalized booking journeys. This role requires an unwavering commitment to precision in administrative detail, paired with an intuitive ability to deliver bespoke service, ensuring each reservation is meticulously tailored to individual preferences while maximizing revenue opportunities. The Reservation Agent expertly curates stays that reflect our guests’ unique desires, anticipating needs before they arise. Every interaction, whether by phone, email, or digital channels, exemplifies the highest standards of excellence. By delivering impeccable service, the Reservations Agent will uphold La Bahia Hotel & Spa’s service standards (inspired by Forbes) while elevating our beachfront property.

DUTIES/RESPONSIBILITY:

• Process reservations via phone, email, and digital channels with polished professionalism
• Demonstrate perfect phone etiquette and written communication
• Master all room categories, suites, and amenities to make perfect recommendations
• Handle special requests with discretion and follow-through
• Personalize each booking by noting preferences (pillow types, anniversary celebrations, etc.)
• Utilize upselling techniques to enhance guest stays
• Process deposits and payments with absolute accuracy
• Maintain flawless data entry in PMS (Opera, Amadeus, etc.)
• Communicate VIP arrivals and special requests
• Respond to inquiries within luxury service timeframes (under 2 minutes for calls)
• Maintain comprehensive knowledge of hotel facilities and local attractions
• Liaise with front office, concierge, and sales teams
• Manage group booking coordination
• Participate in pre-arrival planning for high-profile guests
• Prepare daily reservation reports
• Maintain impeccable grooming standards, wearing the assigned uniform exactly as specified (proper fit, cleanliness, and presentation at all times
• Wear the official hotel lapel pin prominently as part of the uniform requirement, unless embroidered onto uniform
• Performs other duties as assigned by manager

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

QUALIFICATIONS:

• (2/3) years of reservations agent and/or front desk agent experience, with luxury hotel/resort strongly preferred
• Excellent communication skills and customer service skills
• Advance computer literacy required
• Proficiency in property management systems preferred (Microsoft Office, Opera, etc.)
• Ability to work independently and as part of a team.
• Expertise in secure credit card processing for reservations, deposits, and prepayments
• Fluent in English (additional languages highly preferred)
• Ability to maintain composed under pressure
• Ability to work efficiently in a fast-paced environment while seated for extended periods
• Capability to maintain focus and precision during prolonged screen time
• Comfortable working in an office environment
• Flexible to work in different shifts, including evenings, weekends, and holidays
• Professional demeanor required
• Occasional light lifting (up to 25 lbs.)
• Highly organized with the ability to multitask in a fast-paced environment

This role offers a dynamic work environment where your contributions directly impact the guest experience. If you are dedicated to cleanliness, customer satisfaction, and enjoy working in a team-oriented atmosphere, we invite you to join our Reservations team at La Bahia Hotel.