Hospitality Reservations & Guest Experience Specialist

About the role

We are looking for a customer‑focused, relationship‑oriented, sales‑driven Hospitality Reservations & Guest Experience Specialist to support luxury hotel and resort partners. You will create exceptional reservation experiences by assisting guests with bookings, understanding travel preferences, and delivering personalized recommendations.

Key responsibilities

• Handle inbound calls, emails, and guest inquiries related to hotel and resort reservations.
• Assist guests with room bookings, modifications, cancellations, and special requests.
• Provide personalized recommendations and consultatively upsell upgraded rooms, packages, and experiences.
• Navigate reservation platforms and Property Management Systems (PMS) to manage reservations and maintain detailed records.
• Resolve guest concerns efficiently and meet productivity, quality, conversion, revenue, and satisfaction targets.

Required profile

• High school graduate or equivalent with 1‑2 years of customer service experience in BPO and 1‑2 years in hospitality, travel, or hotel reservations.
• Excellent verbal and written English communication, strong problem‑solving and active listening skills.
• Ability to build rapport quickly, serve high‑value guests professionally, and work rotating shifts, weekends, holidays, overtime, and on‑call schedules.

Required skills

• Experience using hotel reservation systems, booking platforms, or Property Management Systems (PMS).
• Comfortable navigating multiple systems while speaking with customers.