Introducing The Shelborne by Proper, a holistic restoration of Miami’s iconic beachfront landmark. Now open, the hotel has undergone an extensive transformation that honors its storied past while embracing modern luxury. The revitalized property preserves the 1940 Art Deco distinction and authentic charm originally envisioned by celebrated architects Morris Lapidus and Igor Polevitzky. From reimagined interiors to refreshed guest experiences, every detail reflects a seamless blend of heritage and contemporary sophistication.

The Shelborne will introduces four vibrant new food & beverage destinations to the neighborhood, each suited for warm weather dining, with an all-day signature restaurant, a lobby bar- lounge, and curated cafe. Resort amenities include a spacious pool and lush garden lounge, indoor-outdoor cabanas, sundeck terrace, state-of-the-art fitness center, dedicated access to a private beach club, and more than 15,000 square feet of indoor-outdoor meeting & event space.

Job Summary:

The Reservations Agent is responsible for handling all aspects of guest reservations, ensuring a smooth and efficient booking process. You will interact with guests via phone, email, and other communication channels to assist with room bookings, provide information about hotel services, and manage guest inquiries. The Reservations Agent plays a key role in maximizing hotel occupancy, assisting with upselling opportunities, and ensuring an overall positive guest experience from the moment of booking. This position requires a customer-focused individual with excellent communication skills and a strong attention to detail.

Essential Job Duties and Responsibilities

• Reservations Management:
  1. Answer phone calls, emails, and online booking requests to assist guests with room reservations, modifications, cancellations, and special requests.
  2. Input and manage guest reservation details accurately in the hotel’s Property Management System (PMS), ensuring all information is up to date.
  3. Verify reservation details, including dates of stay, number of guests, room preferences, and special requests.
  4. Confirm reservations and send reservation details to guests in a timely manner, ensuring clarity on dates, rates, and hotel policies.
  5. Maintain knowledge of room availability, rates, and promotions to provide accurate information to guests at all times.
• Guest Communication & Customer Service:
  1. Provide a professional and courteous first point of contact for guests, answering questions about hotel facilities, services, room types, and local attractions.
  2. Respond to guest inquiries regarding availability, room types, rates, and special offers, offering personalized suggestions based on guest needs.
  3. Handle guest complaints or issues regarding reservations, escalating matters to the Reservations Supervisor or Manager when necessary.
  4. Offer upselling opportunities such as room upgrades, packages, or additional services to enhance the guest’s stay.
  5. Communicate clearly and effectively with guests to understand their needs and preferences, ensuring satisfaction with the booking process.
• Booking & Availability Management:
  1. Drive personalized guest experiences by gathering guest preferences, special requests, and
  2. Monitor reservation systems to ensure room availability is accurately reflected and update availability when needed.
  3. Assist with managing group bookings, ensuring rooms are blocked and appropriate requirements are met for large groups or events.
  4. Work closely with the Front Desk team to ensure smooth guest check-in/check-out processes, especially for high-volume periods or special events.
  5. Collaborate with the Revenue Management team to implement dynamic pricing, special promotions, and seasonal offers.
• Data Entry & Accuracy:
  1. Ensure that all reservation data entered into the Property Management System (PMS) is accurate and complete, including guest information, payment details, and room assignments.
  2. Handle any reservation adjustments or corrections promptly, ensuring no discrepancies in guest information or billing.
  3. Generate reports on reservations, occupancy rates, and booking trends as needed to assist the management team with decision-making.
• Administrative Tasks & Reporting:
  1. Perform administrative duties such as filing, organizing guest information, and maintaining reservation records.
  2. Assist in preparing daily reports related to upcoming arrivals, departures, and no-shows, ensuring the Front Desk team is well-prepared for check-in.
  3. Maintain and update guest profiles, tracking repeat guests, preferences, and special requests for future stays.
• Cross-Departmental Collaboration:
  1. Communicate effectively with the Front Desk team to ensure smooth guest arrivals and transitions from reservations to check-in.
  2. Work with Sales and Marketing teams to promote special offers and events that may increase reservation volumes.

Education and/or Experience

• High School diploma or equivalent required. A degree in Hospitality Management or a related field is preferred.
• Previous experience in a reservations or customer service role in a hotel or hospitality setting is preferred.
• Experience with Property Management Systems (PMS) and reservation software (e.g., Opera, InforHMS) is a plus.
• Basic understanding of hotel operations and booking systems.

Skills/Specialized Knowledge

• Excellent communication skills, both written and verbal, with the ability to interact effectively with guests and colleagues.
• Strong organizational skills and attention to detail, ensuring that all reservations are accurately processed and tracked.
• Ability to multitask and prioritize in a fast-paced environment, especially during peak booking periods.
• Strong customer service skills, with a friendly and professional demeanor when dealing with guest inquiries and concerns.
• Ability to work independently, as well as part of a team, to meet department goals and objectives.
• Strong knowledge of the hotel’s services, amenities, and local area attractions to assist guests with booking decisions and recommendations.

Physical Demands

• Ability to sit or stand for extended periods of time.
• Ability to use a computer for extended periods, including frequent typing, and operating reservation systems.
• Must be able to work flexible hours, including weekends, holidays, and evenings, depending on business needs.

Company Overview

Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things and anything less just isn't proper. We are seeking out the best of the best from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging and fast-paced but rewarding above all.

Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.