Reservations Agent — All-Inclusive Resort

Responsibilities

• Manage inbound reservation requests via phone, email, and OTA messaging platforms: process booking requests accurately into the PMS (Opera, Cloudbeds, or property-specific system), confirm rate and availability per the rate plan hierarchy, and communicate confirmation details to the guest
• Execute the upsell conversation on every booking call: room category upsell (junior suite to preferred club suite), add-on packages (honeymoon, anniversary, romance), and the all-inclusive rate explanation that converts EP inquiries to AI bookings — the upsell is not aggressive but is structured and consistent
• Manage the travel agent and tour operator allotment system: maintain availability accuracy across the property's allotment commitments, release unsold allotment per the contract cutoff dates, and communicate with agency contacts on booking modifications and cancellations
• Process room modification and cancellation requests: apply the property's cancellation policy accurately, communicate charges clearly, and process refunds per the rate plan terms — all-inclusive cancellation policy complexity (non-refundable rates, deposit structures) requires precise application
• Manage the overbooking strategy in coordination with the Revenue Manager: the all-inclusive resort model requires strategic overbooking to account for no-shows — the reservations agent applies the Revenue Manager's overbooking parameters accurately and flags approaching capacity thresholds
• Handle pre-arrival special request coordination: early check-in requests, room location preferences, bed configuration, floor height, and accessibility requirements — all documented in the reservation and communicated to rooms division

Requirements

• Hotel reservations or front office experience
• Opera PMS or equivalent hotel reservations system
• English fluency — the Cancún reservation market is predominantly English-language communication
• Upsell and conversion training; commercial awareness of room type revenue hierarchy
• Attention to detail for rate plan and allotment accuracy

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals provided
• Fixed monthly + upsell performance bonus
• Career development toward Reservations Supervisor and Revenue management pathway
• English-language professional environment

Work environment

Reservations agent at a large Cancún all-inclusive resort. High-volume inbound booking management, upsell execution, and travel agent account management in Mexico's busiest leisure hotel market.

About the role

The Cancún reservations agent who takes the inbound call from a couple asking about a standard room in July — who in 4 minutes has understood that it's their honeymoon, explained the preferred club suite's private beach access and dedicated check-in, and upsold the romance package — who processes a booking that is MXN 12,000 higher than what the couple called about — has just done the commercial work that pays for three standard-room occupancy nights in a single phone call. The upsell is not sales pressure; it is matching the guest's actual occasion to the right room type. The best upsellers never feel like they're selling.