Reservations Agent

**Job Title**: Reservations Coordinator**Department**: Sales and Marketing**Reports To**: Operations Manager & Marketing Manager**Location**: Hybird, Zihuatanejo, CDMX**Employment Classification**: Full-Time**OUR PEOPLE-FIRST CULTURE**:At MUSA our team of employees are critically important to us.We are not interested in any definition of success that does not include caring for our employees and deliberately creating opportunities for growth in their employment and thriving in their personal lives.Our Directors are critical in MUSA's ability to be the people-first organization that pushes the boundary of the current employee/employer paradigm and honors the personhood of every individual that relates to MUSA through direct employment or otherwise.**Key Responsibilities**:**Reservation Management**:- Process and confirm reservations accurately, ensuring all guest details and preferences are recorded.- Manage room availability and rates, adjusting as needed to maximize occupancy and revenue.**Customer Service**:- Provide exceptional service to guests, answering inquiries about room availability, rates, and hotel services.- Address and resolve guest concerns or issues related to reservations with professionalism and efficiency.- Offer personalized recommendations and information about the hotel and local area to enhance the guest experience.**Administrative Tasks**:- Maintain accurate records of reservations, cancellations, and modifications.- Update and manage reservation system databases, ensuring all information is current and accurate.- Generate and review reservation reports to track occupancy trends and identify potential issues.**Communication & Coordination**:- Collaborate with other hotel departments (front desk) to ensure smooth operations and guest satisfaction.- Communicate any special requests or needs from guests to relevant departments to ensure proper arrangements are made.- Handle reservation changes, cancellations, and no-shows, adjusting room assignments and availability as needed.**Sales & Upselling**:- Promote and upsell hotel amenities, special packages, and services to enhance guest experience and drive revenue.- Identify opportunities to increase bookings through strategic promotions and special offers with the Revenue Department.- Help in quoting groups, events and weddings.**Quality Assurance**:- Monitor reservation processes to ensure compliance with hotel policies and standards.- Address any discrepancies or issues with reservations promptly and accurately.**Qualifications**:- Proven experience as a reservationist, front desk agent, or in a customer service role, preferably in a hospitality setting.- Strong communication and interpersonal skills, with a focus on delivering exceptional guest service.- Proficiency in reservation systems and hotel management software (e.g., Booking Center, Synxis, Odool, etc.).- Excellent organizational skills and attention to detail.- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.- Problem-solving skills and the ability to remain calm under pressure.- Familiarity with local attractions, restaurants, and services to provide accurate information to guests.**Work Environment**:The Reservationist must be able to handle a dynamic environment, managing multiple tasks and requests while maintaining a professional and courteous demeanor at all times.Tipo de puesto: Tiempo completo, Por tiempo indeterminadoSueldo: $8,****** - $10,****** al mesBeneficios:- Ayuda o servicio de transporte- Descuento de empleados- Opción a contrato indefinido- Programa de referidos- Servicio de comedor- Uniformes gratuitosTipo de jornada:- Incluye fines de semana- Rotativo- Turno de 8 horas- Turno matutinoLugar de trabajo: remoto híbrido en MUSA, ***** Loma Bonita, Gro.