Reservation Agent

Pacific Hospitality Group•Phoenix, AZ

5d•Onsite

About The Position

The Reservations Coordinator is a critical ambassador of our brand, delivering a seamless and personalized booking experience that reflects Forbes Travel Guide 5-Star standards. This role ensures that every guest interaction—prior to arrival—is handled with precision, warmth, and anticipatory service, setting the tone for an exceptional stay. The ideal candidate is a polished hospitality professional who thrives in a fast-paced luxury environment, enjoys engaging with guests, and is passionate about creating memorable experiences.

Requirements

Knowledge of the English language to effectively communicate with guests, associates, and vendors.
Knowledge of hotel departments and functions.
Strong mathematical and computer skills, with proficiency in Microsoft Office and PMS software.
Ability to actively listen, learn quickly, and manage multiple tasks in a fast-paced environment.
Ability to maintain accuracy and attention to detail while handling guest interactions and requests.
Ability to lift, push, and pull a minimum of 20 pounds and perform physical activities such as lifting, walking, and handling materials.
Ability to remain calm under pressure and resolve issues with professionalism.
Willingness to work evenings, weekends, and holidays based on business needs.
Passion for providing excellent customer service with exceptional organizational skills.

Nice To Haves

Experience in a luxury hotel or Forbes-rated resort environment.
Bilingual communication skills.
High school education and relevant training and experience required.
Additional education is preferred.
Knowledge of dining, and local attractions.
Previous experience with guest engagement or upselling initiatives.

Responsibilities

Demonstrate refined communication skills, professionalism, and attention to detail consistent with Forbes 5-Star standards
Manage guest reservations, pre-arrival experiences, and special requests to uphold the resort’s luxury standards.
Accurately manage room availability, rates, and occupancy to optimize reservations and upselling when possible.
Process reservations via phone, email, and online platforms (SynXis, HMS, Revinate, Sertifi, etc.).
Deliver highly personalized and engaging service in all guest communications (phone, email, online channels)
Partner closely with Front Office, Housekeeping, Spa, and Concierge teams to ensure seamless guest experiences
Handle group reservations and manage high-demand periods efficiently.
Maintain guest information to enhance personalized experiences.
Process payments, compute bills, and make changes to reservations as needed.
Work under pressure during peak times, ensuring smooth operations.
Perform other job duties as instructed by the department manager.