Reservations Specialist

External•Skaneateles, NY

About The Position

At Mirbeau, we’ve spent more than 25 years delivering award-winning hospitality rooted in wellness, care and excellence. As a Forbes-rated, family-owned company, we’re committed to creating a workplace where our people feel supported, respected and empowered to grow. That’s why health, balance and well-being are core values in everything we do. As a Reservations Specialist at Mirbeau, you will help shape the guest experience from the very first interaction. In this role, you will provide information, manage room bookings, and sell overnight stays and spa appointments across multiple properties. More than processing reservations, you will build trust, offer thoughtful guidance, and ensure every interaction reflects the calm, care, and elevated service that defines our brand. Through personalized booking conversations, you will answer questions clearly and warmly, coordinate schedules, accommodate special requests, manage pre-arrival communication, and recommend services that support rest, healing, and restoration. Your work will create a smooth, personalized start to each guest’s journey and help make every stay effortless and memorable. Pay Rate: $18.00 to $21.00 per hour, plus commissions. Potential to make up to $25.00 per hour.

Requirements

High school diploma or equivalent required
Minimum 1 year of prior experience in customer service, hospitality, or reservations is required, with experience in luxury hotels, resorts, or spa environments strongly preferred
Exceptional verbal and written communication skills with a warm, professional tone
Strong attention to detail and accuracy in handling reservations, payments, and guest information
Ability to multitask and prioritize in a fast-paced, multi-property environment
Proven ability to connect authentically with guests and provide thoughtful, personalized service
Strong problem-solving skills with the ability to anticipate and respond to guest needs
Minimum typing speed of 40 WPM required
Upholds the highest standards of discretion, confidentiality, and professionalism
Consistently positive and flexible; availability to work evenings, weekends, and holidays is required
Well-groomed, refined, and professional in appearance, upholding Forbes and Mirbeau standards
Charismatic, articulate, and engaging- with the ability to influence and foster trust and connection
Collaborative team player who also thrives working independently
Demonstrates exceptional service etiquette and refined communication skills
Maintains a calm, confident, and composed demeanor in all interactions

Nice To Haves

Sales experience or proven ability to upsell services and packages is a plus
Knowledge of hospitality or wellness services preferred; ability to confidently recommend amenities and packages
Computer proficiency in standard software applications including reservation systems, booking platforms, and Microsoft Office Suite

Responsibilities

Serve as the first point of connection for guests- creating a warm, welcoming, and professional impression
Assist guests with reservations, across multiple properties, by planning and curating guest stays to support rest, wellness, and restoration
Promote and sell overnight accommodations, resort services, and seasonal offerings
Provide personalized guidance and thoughtful recommendations to tailor each reservation to guest needs and preferences
Handle general inquiries, special requests, and pre-arrival communications to ensure clarity, confidence, and anticipation of the experience
Manage and accurately process reservations, modifications, cancellations, and special requests across multiple platforms for all properties
Confirm all reservation details verbally and by email to ensure accuracy and guest confidence
Coordinate schedules, accommodate special requests, and oversee pre-arrival arrangements with discretion and care
Process payments, deposits, refunds, and gift card orders in accordance with company policies
Accurately input phone and online reservations, ensuring data accuracy and safeguarding
Maintain in-depth knowledge of property offerings, seasonal packages, promotions, and marketing initiatives across all resort locations
Ensure every interaction reflects Mirbeau’s elevated standards of calm, care, and refined hospitality
Understand and comply with departmental policies, procedures, and service standards
Uphold the highest levels of confidentiality, courtesy, and professionalism in all communications
Collaborate cross-departmentally to ensure seamless communication and guest experiences
Handle incoming calls for multiple properties with professionalism and adherence to Forbes and Mirbeau standards
Attend meetings and training sessions as required
Perform additional duties as assigned