Reservations Agent

Silver Ventures LLC•San Antonio, TX

1d•Onsite

About The Position

Hotel Emma is seeking a thoughtful, service-driven Reservations Agent to support both guest booking experiences and hotel communications. This role operates across two types of scheduled shifts—Reservations and PBX—each with a distinct focus. Whether assisting guests with planning their stay or helping route and coordinate calls throughout the hotel, the Reservations Agent plays a key role in delivering the warm, consistent, and refined service experience Hotel Emma is known for.

Requirements

Strong verbal and written communication skills
A warm, professional phone presence
Strong attention to detail and organization
Ability to manage multiple requests calmly and professionally in a fast‑paced environment

Nice To Haves

Previous experience in hospitality, reservations, guest services, front desk, or a related customer‑facing role preferred

Responsibilities

Respond to reservation inquiries via phone and email with warmth, professionalism, and confidence
Assist guests with booking, modifying, or canceling reservations accurately
Clearly explain room types, availability, rates, and hotel policies
Ask thoughtful questions to understand guest needs and personalize the booking experience
Provide an overview of hotel amenities, dining, and services as part of the planning process
Ensure each interaction reflects Hotel Emma’s AAA Five‑Diamond service standards
Complete detailed follow-through processes to ensure all reservation and guest profile details are recorded and communicated
Answer incoming calls routed through the hotel’s main phone lines in a timely, welcoming manner
Help direct calls to the appropriate hotel departments
Assist with general guest questions or service requests
Support smooth communication between guests and hotel teams
Maintain a calm, polished phone presence during both guest‑facing and internal calls