JOB OVERVIEW

The Reservations Agent is responsible for handling all room reservation inquiries and bookings for FAENA with efficiency, accuracy, and exceptional customer service. The role ensures seamless booking experiences across all channels, supports revenue optimization through accurate system handling, and delivers a high level of professionalism aligned with the resort s luxury hospitality standards.

DUTIES AND RESPONSIBILITIES

• Handle all reservation inquiries via phone, email, and online channels in a timely and professional manner.

• Process room bookings, modifications, cancellations, and special requests accurately within the system.

• Ensure all reservations are entered correctly with complete guest information and rate details.

• Provide detailed information about room types, rates, packages, and resort services to potential guests.

• Maximize revenue opportunities through upselling room categories and promoting special offers.

• Maintain accurate availability and booking records in the Property Management System (PMS).

• Liaise with Front Office and Housekeeping to ensure smooth guest arrivals and room readiness.

• Handle guest requests and ensure special arrangements are communicated and fulfilled.

• Monitor reservation channels to ensure consistency and accuracy of information across platforms.

• Respond to guest inquiries and resolve booking-related issues efficiently and professionally.

• Maintain strong knowledge of resort offerings, promotions, and local information.

• Ensure compliance with brand standards, policies, and data privacy regulations.

• Support overbooking control and manage inventory allocation as directed by management.

Desired Candidate Profile

QUALIFICATIONS DESIRED

• High school diploma required; diploma or degree in Hospitality Management or related field preferred.

• 1 3 years of experience in reservations, front office, or customer service within hospitality.

• Familiarity with Property Management Systems (PMS) and reservation platforms.

• Basic understanding of hotel operations, room inventory, and rate structures.

• Fluency in English required; additional languages are an advantage.