Reservations Sales Agent

Setai Hotel Group; Miami Beach (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

The Setai Miami Beach is seeking a Reservations Sales Agent to deliver a bespoke luxury experience to our guests. You will handle reservations with precision, respond to calls warmly, and leverage upselling opportunities to maximize revenue while maintaining Forbes Five Star standards.

As a key member of the reservations team, you will be responsible for managing guest preferences, coordinating with related departments, and staying informed about Miami Beach events to enhance guest experiences.

Qualifications

• Minimum of a High School diploma or equivalent.
• At least 3 years as a reservationist for a luxury hotel or equivalent.
• Experience with hotel reservation systems and PMS is preferred.

Responsibilities

• Manage all reservations with accuracy and timeliness.
• Respond to phone inquiries and upsell where appropriate.
• Maintain guest preference data for personalized service.
• Collaborate with front office and sales teams to optimize occupancy and revenue.
• Attend daily briefings and training sessions as required.

Skills

Guest service excellence

Multitasking

Telephone etiquette

Upselling skills

Discretion and confidentiality

Team collaboration

Flexibility (holidays/weekends)

Strong communication

Education

High School diploma or equivalent

3+ years luxury hotel reservation experience

Tools

Revinate

Opera PMS

Job description

Please note that the hotel is unable to assist candidates in obtaining work authorization documents.

Summary

As a Reservations Sales Agent at The Setai Miami Beach, you will play a pivotal role in delivering an unparalleled luxury experience to our esteemed guests. We are seeking a dedicated professional who embodies our commitment to providing personalized, efficient, and exceptional service in every interaction. With meticulous attention to detail and an unwavering passion for hospitality, you will uphold the highest standards of excellence that define our Forbes Five Star status. You will assume a pivotal role in delivering exceptional guest experiences by expertly managing reservation inquiries and efficiently overseeing the hotel's room inventory. By joining our esteemed team, you will contribute to the continued success and renowned reputation of our distinguished Forbes Five Star establishment.

Essential Job Functions

• Exemplify an unwavering commitment to The Setai's mission of Total Guest Satisfaction, ensuring every interaction reflects our dedication to exceeding guest expectations.
• Consistently deliver professional, friendly, and warmly hospitable service to both guests and colleagues, creating an inviting and luxurious atmosphere.
• Efficiently manage all reservations with a sense of timeliness and accuracy, ensuring seamless booking experiences for our esteemed guests.
• Respond promptly and efficiently to all incoming telephone calls, skillfully handling reservations, addressing guest requests, and employing persuasive upselling techniques when appropriate.
• Demonstrate exceptional sales abilities, leveraging your keen understanding of guest preferences and needs to optimize revenue generation.
• Display superior phone etiquette, meticulous record keeping, and diligent follow-up skills, ensuring seamless communication and personalized attention to detail.
• Maintain an extensive database of guest preferences, habits, and special occasions, allowing for tailored and memorable experiences.
• Collaborate seamlessly with key departments, fostering optimal performance and smooth operations throughout the hotel.
• Prioritize and complete assigned projects in a timely manner, meeting the expectations of the Reservation Manager, Director of Revenue, Sales, and Executive Team Members.
• Foster a strong sense of team spirit among co-workers and related departments, encouraging a collaborative and supportive work environment.
• Exhibit excellent typing proficiency, enabling you to handle substantial volumes of data entry efficiently.
• Participate in functions outside of your department when called upon, showcasing your versatility and commitment to the success of the entire operation.
• Maintain a comprehensive knowledge of all aspects of the hotel, including Rooms, Spa, and Restaurants, allowing you to provide accurate and detailed information to guests.
• Stay updated on all Miami Beach events, particularly those relevant to our hotel guests, enabling you to offer timely recommendations and insights.
• Assist in analyzing consumer purchasing patterns, including conversion rates, inquiry origination, and the purpose of hotel visits, contributing to strategic decision-making.
• Attend daily briefings, meetings, and training sessions as required, continuously expanding your skills and knowledge base.
• Arrive at work on time, neatly groomed and presenting a polished appearance, embodying professionalism and dedication.

Minimum Education and Work Experience

High School diploma or equivalent; AND a minimum of three (3) years of experience as a reservationist for a luxury hotel; OR equivalent combination of education and experience.

Essential Work Skills/Knowledge

• Uphold an impeccable reputation for maintaining utmost discretion when handling sensitive situations and confidential information, consistently projecting an unwaveringly positive, professional, and supportive image while exercising exceptional judgment.
• Exude an unparalleled level of guest service skills and professional presentation, accompanied by superior organizational skills and refined communication abilities.
• Thrive amidst the vibrant energy of a fast‑paced, dynamic environment, deftly managing multiple tasks and expertly prioritizing your duties with grace and finesse.
• Possess an innate attention to detail and a sharp, analytical mindset.
• Exhibit the epitome of professionalism, adorned with an engaging personality and the capacity to work autonomously, readily seizing opportunities that demand initiative and resourcefulness.
• Command an exceptional understanding of the elevated standards synonymous with the realm of luxury hospitality, effortlessly embodying the essence of a Forbes Five Star Hotel.
• Demonstrate proficiency in various computer skills, effortlessly navigating PMS, email, web browsing, and scheduling software to streamline operations.
• Maintain unwavering focus on the smallest nuances, even amidst the whirlwind of a fast‑paced environment.
• Exhibit the flexibility to work a flexible schedule including holidays and weekends.
• Demonstrate full compliance with the attendance guidelines outlined in The Setai Employee Handbook.
• Fluent in English and the proficiency in additional languages is recognized as a significant advantage, enriching the experience for our global guests.
• Previous experience in hospitality reservations, front office, or sales is a notable asset.
• Possessing a working knowledge of Revinate and Opera systems is preferred.

This is a non‑management position. This is a full‑time position.