PBX/Reservations Agent-Seasonal

LR PALM HOUSE LLC•Palm Beach, FL

6h•Onsite

About The Position

Palm House is seeking a Seasonal Reservations Agent/PBX to provide personalized reservation assistance and serve as a welcoming voice for our hotel. This role combines accurate booking management with attentive telephone service, connecting guests with the information, services, and support they need. The ideal candidate is a warm, articulate communicator who manages competing priorities with accuracy and composure. From helping a guest plan a stay to coordinating requests across departments, the Reservations Agent/PBX helps ensure every interaction feels seamless and personal. This position is seasonal, with employment anticipated from October through May. Employment is expected to conclude at the end of the seasonal period.

Requirements

High school diploma or GED required.
Previous experience in hotel reservations, PBX, front office, or a comparable hospitality customer service role preferred.
Luxury hotel or resort experience strongly preferred.
Experience with hotel reservation or property management systems preferred; familiarity with Opera is an advantage.
Experience operating multiline telephone systems and handling a high volume of calls preferred.
Familiarity with reservation sales, room categories, rate plans, and booking policies preferred.
Excellent verbal and written communication skills and a professional telephone manner.
A warm, service-focused approach and the ability to build rapport by phone and email.
Strong attention to detail when entering reservations, taking messages, and recording guest requests.
Ability to manage calls, booking inquiries, and departmental communications while remaining composed.
Sound judgment and the ability to follow emergency communication procedures.
Ability to recommend accommodations and enhancements that align with guest needs.
Proficiency with computers, email, and Microsoft Office, with the ability to learn hotel systems.
Discretion when handling guest information, room details, and payment data.
Strong teamwork, reliability, and consistent follow-through.
Availability for seasonal employment from October through May, with employment expected to conclude at the end of the season.
Flexibility to work varying shifts, including evenings, weekends, and holidays.
Ability to remain attentive and professional during periods of high call and reservation volume.
Ability to perform the essential functions of the position, with or without reasonable accommodation, including: Working at a computer workstation for extended periods.
Operating reservation systems, multiline telephones, and standard office equipment.
Communicating accurately with guests and colleagues by telephone and in writing.

Responsibilities

Respond promptly and professionally to reservation inquiries by telephone, email, and approved booking channels.
Create, modify, and cancel reservations accurately in Opera or the hotel’s designated reservation system.
Explain room categories, rates, packages, deposit requirements, and cancellation policies clearly.
Verify guest information, stay dates, payment details, and special requests.
Send timely confirmations and review reservations for accuracy and completeness.
Process deposits and payments according to hotel procedures.
Recommend relevant accommodations, upgrades, and enhancements based on guest needs.
Answer internal and external calls promptly using Palm House telephone etiquette and service standards.
Direct calls accurately to guest rooms, departments, and team members while following privacy and security procedures.
Take and relay messages accurately, ensuring timely delivery and follow-through.
Coordinate wake-up calls and verify completion according to hotel procedures.
Provide accurate information about hotel amenities, dining, hours of operation, and services.
Handle urgent and emergency calls calmly, following established procedures and promptly notifying the appropriate personnel.
Keep telephone communications courteous, clear, and efficient during busy periods.
Create a warm, attentive experience that reflects Palm House’s luxury hospitality standards.
Document guest preferences, special occasions, and pre-arrival requests accurately.
Receive guest requests, communicate them to the appropriate department, and follow up on completion.
Handle questions and concerns with empathy, involving a manager when appropriate.
Coordinate with Front Office, Housekeeping, Engineering, Food & Beverage, and Security to support guest needs.
Protect guest privacy, room information, and confidential payment details.
Maintain current knowledge of accommodations, packages, promotions, hotel events, and local attractions.
Follow approved rates and booking guidelines, referring exceptions to the appropriate manager.
Maintain accurate reservation notes, guest profiles, call records, and shift handover information.
Communicate outstanding requests and operational concerns to ensure continuity between shifts.
Assist with reservation reports and administrative tasks as assigned.
Participate in training and consistently apply Palm House service standards and Forbes-aligned service practices.