Hospitality Reservations & Guest Experience Specialist

About the role

UnifyCX is seeking a Hospitality Reservations & Guest Experience Specialist to deliver premium reservation services for luxury hotel and resort partners. You will guide guests through the booking process, understand their travel preferences, and provide personalized recommendations that enhance their stay.

Key responsibilities

• Handle inbound calls, emails, and inquiries related to hotel and resort reservations.
• Assist guests with new bookings, modifications, cancellations, and special requests.
• Provide accurate information on amenities, room categories, rates, promotions, policies, and local attractions.
• Identify opportunities to upsell upgraded rooms, packages, and experiences using consultative selling techniques.
• Navigate reservation platforms and Property Management Systems (PMS) to manage bookings and maintain detailed records.
• Resolve guest concerns promptly and escalate complex issues when needed.
• Meet targets for productivity, quality, conversion, revenue, and guest satisfaction.

Required profile

• High school diploma or equivalent.
• 1‑2 years of customer service experience in a BPO environment and 1‑2 years in hospitality, travel, or hotel reservations.
• Excellent verbal and written English communication skills.
• Strong problem‑solving, active listening, and rapport‑building abilities.
• Willingness to work rotating shifts, weekends, holidays, overtime and on‑call schedules.
• Ability to work onsite.

Required skills

• Reservation platforms
• Property Management System (PMS)