Reservations Specialist

X-Factor Consulting; Orlando (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

X-Factor Consulting seeks a Reservations/Client Relations Specialist for a fully remote role around the Orlando, FL area. You will help guests book and manage hotel reservations with excellent customer service.

Responsibilities include booking stays, managing group housing, advising on lodging options, and processing payments securely.

Requirements: 3+ years in hospitality reservations or related guest-facing roles; strong communication; home workspace and PCI-compliant practices.

Qualifications

• 3+ years in hospitality reservations or related guest-facing hotel roles.
• Prior call-center, sales, or hotel administrative experience is preferred.
• Languages: English required; Spanish or Portuguese a plus.

Responsibilities

• Book and manage individual hotel stays and group room allocations.
• Advise travelers on event-specific lodging packages and differences among properties.
• Process card payments while following PCI-compliance standards.
• Meet with leadership to review volume, issues, and VIP groups.

Job description

Our client is seeking a Reservations/Client Relations Specialist for an excellent remote position located in and around the greater Orlando, FL area. This person will play a key role in helping guests book and manage hotel reservations while delivering exceptional customer service.

• Location:Remote - Central Florida (other Florida locations will be considered)
• Full-Time role (part-time, ~32 hours per week would be considered)
• Target schedule: 4 to 5 weekdays, 8:00am - 5:00pm + infrequent shared weekend coverage

Responsibilities

• Book and manage individual hotel stays and group room allocations while guiding guests to the best-fit property by phone and email.
• Advise travelers on event-specific lodging packages and the differences among properties and destinations.
• Build, monitor, and communicate group housing blocks, including cut-off dates and stakeholder contacts, in specialized reservation systems.
• Reply promptly to guest questions and one-off requests over email.
• Process card payments while strictly following payment-card security standards.
• Meet with leadership as needed to review volume, issues, and high-priority or VIP groups.

Qualifications & Experience

• 3+ years in hospitality reservations, front desk, or a closely related guest-facing hotel role.
• Prior call-center, sales, group-housing, or hotel administrative experience is strongly preferred.
• Well-versed in all hotel packages for various events and cities including understanding the nuances of each hotel and event.
• Ability to handle credit card payments and maintaining PCI-compliance at all times.
• Professional written and spoken communication with guests and colleagues, following established contact guidelines.
• Customer-focused, detail-oriented problem solver who enjoys helping people.
• Able to learn quickly, juggle competing tasks, and work accurately in a fast-paced setting.
• Strong command of Microsoft Office (Outlook, Word, Excel, SharePoint), PDF tools, and video-meeting platforms.
• Familiarity with hotel group-housing or reservation software such as Passkey is a plus.
• Collaborative teammate with a positive, service-first attitude.
• Languages: English required. Spanish or Portuguese a plus.
• Dedicated home workspace required for professional call handling. Workspace must support professional client conversations and minimize background noise during scheduled calls.
• Reliable high-speed internet and a quiet environment during business hours are required. Company Computer and phone will be supplied.
• Reasonable accommodations will be considered.
• Employment is contingent upon successful completion of a background check.