Description

Job Description
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. 

Qualifications 

• 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. 

Physical Requirements 

• 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. 

Our Commitment to Diversity & Inclusion  

At Palm House, we believe our strength comes from our people. We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply. We value different perspectives and experiences and strive to create an environment where everyone feels they belong.