PBX/Reservations Agent

Description

At Palm House, the guest experience begins long before arrival. As a PBX & Reservations Agent, you will often be the first voice of Palm House—setting the tone for the gracious, personalized, and effortlessly refined service our guests can expect throughout their stay.

This role serves as both a trusted reservations specialist and a central point of communication for our guests and hotel teams. From thoughtfully assisting with a first-time reservation to recognizing the preferences of a returning guest, the PBX & Reservations Agent transforms every interaction into an opportunity to create anticipation, build connection, and deliver an exceptional experience.

The ideal candidate is polished, articulate, and highly attentive to detail, with a genuine passion for luxury hospitality. Through accuracy, thoughtful communication, and intuitive service, this individual will embody the warmth and sophistication of Palm House while consistently delivering service aligned with Forbes-level standards.

Key Responsibilities

Reservations Management

• Respond to reservation inquiries received by telephone, email, online channels, and other booking platforms with warmth, professionalism, and a sense of urgency.
• Accurately create, modify, and manage individual and group reservations in Opera or the hotel’s designated property management system.
• Provide clear and timely booking confirmations, modifications, and cancellation information to guests and appropriate hotel departments.
• Review guest preferences, special occasions, and stay details to ensure each reservation is complete and thoughtfully personalized.
• Maintain detailed knowledge of Palm House accommodations, amenities, dining experiences, packages, rates, promotions, and hotel services.
• Identify opportunities to thoughtfully recommend upgraded accommodations, packages, and experiences based on each guest’s individual needs.
• Monitor room availability and inventory across room categories, collaborating with Revenue Management to support occupancy and revenue goals.
• Review and reconcile reservations received through third-party booking channels to ensure accuracy, consistency, and rate integrity.

Guest Experience

• Serve as a welcoming and knowledgeable first point of contact, creating a memorable impression of Palm House with every interaction.
• Anticipate guest needs by asking thoughtful questions and offering personalized recommendations.
• Capture and maintain accurate guest preferences, special requests, recognition details, and relevant stay information within guest profiles.
• Assist with arrangements for room preferences, early arrivals, amenities, celebrations, and other special occasions.
• Build meaningful rapport with returning guests and contribute to detailed guest profiles that support future recognition and personalization.
• Partner with the Concierge, Guest Services, Front Office, Housekeeping, Food & Beverage, and other departments to support seamless pre-arrival planning.
• Assist with VIP reservations and special arrangements, ensuring all details are communicated accurately and executed with care.
• Resolve reservation concerns and guest requests with professionalism, discretion, and ownership, escalating matters to leadership when appropriate.
• Follow through on guest requests to ensure they are completed accurately and to the guest’s satisfaction.

PBX and Hotel Communications

• Manage incoming calls through the hotel’s PBX system efficiently, warmly, and professionally.
• Answer calls promptly and use polished language consistent with Palm House service standards.
• Accurately direct calls and provide helpful information regarding hotel services, amenities, dining, local experiences, and general inquiries.
• Serve as a communication link between guests and hotel departments, ensuring requests are relayed clearly and without delay.
• Record, track, and follow up on guest requests routed through the PBX system.
• Maintain discretion and confidentiality when handling guest information, internal communications, and sensitive matters.
• Remain calm, composed, and attentive during periods of high call volume or urgent operational situations.
• Perform other duties and responsibilities as assigned based on the operational needs of the hotel.

Administrative and Reporting Responsibilities

• Assist with the preparation and review of daily and weekly reservation reports, including arrivals, departures, cancellations, occupancy, and booking activity.
• Review upcoming arrivals to identify VIP guests, repeat visitors, special occasions, and opportunities for personalization.
• Collaborate with the Sales team on group blocks, rooming lists, special billing instructions, and VIP reservations.
• Maintain complete and accurate reservation records in accordance with Palm House policies, privacy requirements, and data-protection standards.
• Communicate important reservation details and changes to the appropriate departments to support a seamless guest experience.
• Participate in departmental meetings, training sessions, and luxury-service initiatives as required.

Qualifications

• High school diploma or equivalent required; an associate or bachelor’s degree in hospitality management, business, or a related field is preferred.
• One to two years of experience in hotel reservations, PBX, front office, guest services, or a related customer-service position; luxury hotel experience is strongly preferred.
• Experience using Opera, hotel booking platforms, PBX systems, and Microsoft Office applications is preferred.
• Exceptional verbal and written communication skills, with a polished and professional telephone presence.
• Strong attention to detail, organization, and accuracy.
• Ability to anticipate guest needs and personalize interactions with warmth and discretion.
• Sound judgment and problem-solving skills, with the ability to take ownership of guest concerns.
• Ability to manage multiple priorities while remaining composed in a fast-paced, detail-driven environment.
• Collaborative approach and the ability to communicate effectively with colleagues across all hotel departments.
• Genuine passion for luxury hospitality, personalized service, and creating memorable guest experiences.
• Commitment to upholding Palm House standards and delivering service consistent with Forbes-level expectations.

Physical and Scheduling Requirements

• Ability to remain seated and work at a desk or computer for extended periods.
• Manual dexterity sufficient to operate telephones, keyboards, printers, and other standard office equipment.
• Ability to occasionally lift and carry items weighing up to 10 pounds, such as office supplies or materials.
• Ability to work a flexible schedule based on business needs, including mornings, evenings, weekends, and holidays.

Our Commitment to Belonging

At Palm House, we believe exceptional hospitality begins with exceptional people. We are committed to cultivating a workplace where individuals from all backgrounds feel welcomed, respected, supported, and empowered to thrive.

We value the unique perspectives, experiences, and talents each team member brings to Palm House. We warmly encourage qualified candidates of all backgrounds to apply and become part of a team united by genuine care, thoughtful service, and a shared commitment to creating extraordinary experiences.

Requirements

• High school diploma or equivalent required; an associate or bachelor’s degree in hospitality management, business, or a related field is preferred.
• Minimum of one year of experience in hotel reservations, PBX, front office, guest services, or a similar customer-service role.
• Previous experience in a luxury hotel or resort environment is strongly preferred.
• Working knowledge of Opera or a comparable property management and reservations system is preferred.
• Experience with PBX telephone systems, online booking platforms, and Microsoft Office applications.
• Excellent verbal and written communication skills, including a polished and professional telephone presence.
• Strong attention to detail with the ability to enter, review, and maintain accurate reservation and guest information.
• Ability to provide warm, personalized, and discreet service consistent with Palm House and Forbes-level standards.
• Strong organizational, multitasking, and problem-solving abilities.
• Ability to remain composed, gracious, and professional in a fast-paced environment and during periods of high call volume.
• Ability to handle confidential guest and hotel information with discretion.
• Ability to work collaboratively and communicate effectively with all hotel departments.
• Professional appearance and demeanor consistent with Palm House grooming and presentation standards.
• Ability to work a flexible schedule based on business needs, including mornings, evenings, weekends, and holidays.
• Must be legally authorized to work in the United States.