PBX/Reservation Agent

LR PALM HOUSE LLC•Palm Beach, FL

About The Position

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. Other duties as assigned. 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.

Requirements

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.
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.

Responsibilities

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.
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.
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.
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.