Job Description
Job DescriptionDescription:
Position Overview:
The PBX/Reservation Agent at Palm House plays a vital role in delivering a seamless and personalized experience for guests from their very first interaction. Acting as both the primary reservation coordinator and front-line communicator, this role ensures accurate bookings, attentive guest service, and smooth internal communication. The ideal candidate is detail-oriented, articulate, and customer-focused, with experience in luxury hospitality and proficiency with hotel reservation systems such as Opera. This position upholds the highest standards of service, reflecting Forbes-level excellence in every guest interaction.
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 Opera or an 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:
- Serve as the first point of contact for guests, providing courteous, professional, and knowledgeable service.
- Respond to special requests (room preferences, early arrivals, amenities) and note appropriately in guest profiles.
- Resolve booking conflicts or guest issues professionally, escalating 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.
PBX & Communication Duties:
- Manage incoming calls through the PBX system efficiently, directing calls accurately and providing information to guests or internal teams.
- Provide prompt and professional phone service, representing the Palm House brand with luxury-level service standards.
- Assist in managing internal communication and guest requests routed through the PBX system.
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.
- Maintain reservation records in compliance with privacy and data protection policies.
Qualifications:
- High school diploma or equivalent required; associate or bachelor’s degree in Hospitality Management, Business, or related field 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, PBX systems, 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 consistent with Forbes standards.
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.
Requirements: