PBX/Reservations Agent-Seasonal

About the Role

Palm House is seeking a Seasonal Reservations Agent/PBX to provide personalized reservation assistance and serve as a welcoming voice for our hotel. This role combines accurate booking management with attentive telephone service, connecting guests with the information, services, and support they need. The ideal candidate is a warm, articulate communicator who manages competing priorities with accuracy and composure. From helping a guest plan a stay to coordinating requests across departments, the Reservations Agent/PBX helps ensure every interaction feels seamless and personal.

Responsibilities

• Respond promptly and professionally to reservation inquiries by telephone, email, and approved booking channels.
• Create, modify, and cancel reservations accurately in Opera or the hotel's designated reservation system.
• Explain room categories, rates, packages, deposit requirements, and cancellation policies clearly.
• Verify guest information, stay dates, payment details, and special requests.
• Send timely confirmations and review reservations for accuracy and completeness.
• Process deposits and payments according to hotel procedures.
• Recommend relevant accommodations, upgrades, and enhancements based on guest needs.
• Answer internal and external calls promptly using Palm House telephone etiquette and service standards.
• Direct calls accurately to guest rooms, departments, and team members while following privacy and security procedures.
• Take and relay messages accurately, ensuring timely delivery and follow-through.
• Coordinate wake-up calls and verify completion according to hotel procedures.
• Provide accurate information about hotel amenities, dining, hours of operation, and services.
• Handle urgent and emergency calls calmly, following established procedures and promptly notifying the appropriate personnel.
• Keep telephone communications courteous, clear, and efficient during busy periods.
• Create a warm, attentive experience that reflects Palm House's luxury hospitality standards.
• Document guest preferences, special occasions, and pre-arrival requests accurately.
• Receive guest requests, communicate them to the appropriate department, and follow up on completion.
• Handle questions and concerns with empathy, involving a manager when appropriate.
• Coordinate with Front Office, Housekeeping, Engineering, Food & Beverage, and Security to support guest needs.
• Protect guest privacy, room information, and confidential payment details.
• Maintain current knowledge of accommodations, packages, promotions, hotel events, and local attractions.
• Follow approved rates and booking guidelines, referring exceptions to the appropriate manager.
• Maintain accurate reservation notes, guest profiles, call records, and shift handover information.
• Communicate outstanding requests and operational concerns to ensure continuity between shifts.
• Assist with reservation reports and administrative tasks as assigned.
• Participate in training and consistently apply Palm House service standards and Forbes-aligned service practices.

Requirements

• High school diploma or GED required.
• Previous experience in hotel reservations, PBX, front office, or a comparable hospitality customer service role preferred.
• Luxury hotel or resort experience strongly preferred.
• Experience with hotel reservation or property management systems preferred; familiarity with Opera is an advantage.
• Experience operating multiline telephone systems and handling a high volume of calls preferred.
• Familiarity with reservation sales, room categories, rate plans, and booking policies preferred.

Skills & Abilities

• Excellent verbal and written communication skills and a professional telephone manner.
• A warm, service-focused approach and the ability to build rapport by phone and email.
• Strong attention to detail when entering reservations, taking messages, and recording guest requests.
• Ability to manage calls, booking inquiries, and departmental communications while remaining composed.
• Sound judgment and the ability to follow emergency communication procedures.
• Ability to recommend accommodations and enhancements that align with guest needs.
• Proficiency with computers, email, and Microsoft Office, with the ability to learn hotel systems.
• Discretion when handling guest information, room details, and payment data.
• Strong teamwork, reliability, and consistent follow-through.

Schedule & Availability

• Seasonal employment from October through May, with employment expected to conclude at the end of the season.
• Flexibility to work varying shifts, including evenings, weekends, and holidays.
• Ability to remain attentive and professional during periods of high call and reservation volume.

Pay

$22.00/hr