Job Description
The PBX/Reservation Agent at Palm House plays a vital role in delivering a seamless and personalized experience for guests from their very first interaction. Acting as both the primary reservation coordinator and front-line communicator, this role ensures accurate bookings, attentive guest service, and smooth internal communication. The ideal candidate is detail-oriented, articulate, and customer-focused, with experience in luxury hospitality and proficiency with hotel reservation systems such as Opera. This position upholds the highest standards of service, reflecting Forbes-level excellence in every guest interaction.?

Key Responsibilities

Reservation Management

• Handle all guest reservation inquiries received via phone, email, or online channels.
• Accurately enter, update, and manage individual and group bookings in Opera or an equivalent reservation system.
• Communicate booking confirmations and modifications promptly to guests and relevant departments (Front Office, Housekeeping, Sales).
• Monitor availability and inventory across room categories to maximize occupancy and revenue, in coordination with Revenue Management.
• Maintain knowledge of all room types, amenities, packages, rates, and promotions to upsell appropriately.

Guest Relations & Service

• Serve as the first point of contact for guests, providing courteous, professional, and knowledgeable service.
• Respond to special requests (room preferences, early arrivals, amenities) and note appropriately in guest profiles.
• Resolve booking conflicts or guest issues professionally, escalating to leadership when necessary.
• Build rapport with repeat guests and assist in developing guest profiles for future personalization.
• Coordinate with the concierge or guest services team for pre-arrival planning or VIP arrangements.

PBX & Communication Duties

• Manage incoming calls through the PBX system efficiently, directing calls accurately and providing information to guests or internal teams.
• Provide prompt and professional phone service, representing the Palm House brand with luxury-level service standards.
• Assist in managing internal communication and guest requests routed through the PBX system.
• Other duties as assigned.

Administrative & Reporting

• Assist with daily and weekly reservation reports for occupancy forecasting, arrivals, and cancellations.
• Work closely with the Sales team on group blocks, rooming lists, and VIP reservations.
• Monitor and reconcile third-party bookings to ensure rate parity and accuracy.
• Maintain reservation records in compliance with privacy and data protection policies.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in hospitality management, Business, or related field preferred.
• 1–2 years of experience in hotel reservations, front office, or customer service—preferably in a luxury hotel setting.
• Proficiency with Opera, booking engines, PBX systems, and Microsoft Office Suite.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to multitask in a high-pressure, detail-driven environment.
• Passion for luxury service and guest satisfaction consistent with Forbes standards.

Physical Requirements

• Ability to sit for extended periods while working at a desk or computer.
• Manual dexterity to operate office equipment, including phones, keyboards, and printers.?
• Ability to lift up to 10 pounds occasionally (e.g., office supplies or materials).
• Ability to work flexible schedules, including weekends or holidays as business needs dictate.

Our Commitment to Diversity & Inclusion

At Palm House, we believe our strength comes from our people. We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply. We value different perspectives and experiences and strive to create an environment where everyone feels they belong.