Job Description

Job Description

Job Description

Description:

The Reservations Agent at Palm House plays a key role in creating a seamless and personalized experience for guests from the moment they inquire about their stay. This role is responsible for handling reservation requests with accuracy and efficiency, maintaining up-to-date records, and providing an elevated level of service consistent with the luxury standards of the Palm House brand.

As the first point of contact for many guests, the Reservations Agent sets the tone for their entire experience. The ideal candidate will be detail-oriented, articulate, and customer-focused, with prior experience in high-end hospitality environments and strong knowledge of hotel systems such as Opera and booking platforms.

Key Responsibilities:

Reservation Management:

• Handle all guest reservation inquiries received via phone, email, or online channels.
• Accurately enter, update, and manage individual and group bookings in the Opera or equivalent reservation system.
• Communicate booking confirmations and modifications promptly to guests and relevant departments (Front Office, Housekeeping, Sales).
• Monitor availability and inventory across room categories to maximize occupancy and revenue, in coordination with Revenue Management.
• Maintain knowledge of all room types, amenities, packages, rates, and promotions to upsell appropriately.

Guest Relations & Service:

• Provide courteous, professional, and knowledgeable service to prospective and current guests.
• Respond to special requests (room preferences, early arrivals, amenities) and note appropriately in guest profiles.
• Resolve booking conflicts or guest issues with professionalism and escalate to leadership when necessary.
• Build rapport with repeat guests and assist in developing guest profiles for future personalization.
• Coordinate with the concierge or guest services team for pre-arrival planning or VIP arrangements.

Administrative & Reporting:

• Assist with daily and weekly reservation reports for occupancy forecasting, arrivals, and cancellations.
• Work closely with the Sales team on group blocks, rooming lists, and VIP reservations.
• Monitor and reconcile third-party bookings to ensure rate parity and accuracy.
• Ensure reservation records are maintained and comply with privacy and data protection policies.

Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree in Hospitality Management, Business, or a related field strongly preferred.
• 1–2 years of experience in hotel reservations, front office, or customer service—preferably in a luxury hotel setting.
• Proficiency with Opera , booking engines, and Microsoft Office Suite.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to multitask in a high-pressure, detail-driven environment.
• Passion for luxury service and guest satisfaction.

Physical Requirements:

• Ability to sit for extended periods while working at a desk or computer.
• Manual dexterity to operate office equipment, including phones, keyboards, and printers.
• Ability to lift up to 10 pounds occasionally (e.g., office supplies or materials).
• Ability to work flexible schedules, including weekends or holidays as business needs dictate.

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