Reservations Agent — Boutique Luxury Hotel

Responsibilities

• Manage the complete reservation process for a boutique Cancún or Isla Mujeres luxury property: with 20–60 rooms, each reservation carries significantly more individual weight than at a large resort — every booking confirmation is a personal communication, not a form letter
• Handle pre-arrival personalization correspondence: boutique hotel reservations are the beginning of the guest relationship — the reservations agent gathers preference information, documents special occasions, and communicates this to the guest experience team in advance of arrival
• Manage the rate parity strategy across direct booking channels and OTAs: boutique hotels depend on direct booking conversion for margin management — the reservations agent supports the rate parity discipline and the direct booking incentive communication to shift guests from OTA to direct
• Coordinate with the property's small revenue and sales team on availability management: boutique hotels run higher occupancy volatility than large resorts — the reservations agent monitors and communicates last-room-available situations and peak season demand patterns
• Process group inquiry responses for small group bookings (weddings, family reunions, corporate retreats): boutique properties receive group inquiries through the reservations channel and the agent's initial response sets the tone for the group sales conversation
• Execute post-stay follow-up and return booking cultivation: the boutique hotel's highest-value commercial activity is converting a first-stay guest into a loyal repeat guest — the reservations agent's post-stay communication is the first step in this conversion

Requirements

• Reservations or front office experience; boutique hotel preferred
• English fluency; European language an advantage
• PMS competency; channel manager and OTA extranet management
• Personal communication quality — boutique hotel reservations require individual warmth in all written correspondence
• Revenue awareness for direct booking conversion

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals
• Fixed monthly + performance bonus
• Career development in the boutique luxury reservations and revenue pathway

Work environment

Reservations agent at a Cancún boutique luxury hotel. Personal, quality-focused reservation management for a small luxury property where each booking is individually significant.

About the role

The boutique Cancún reservations agent who replies to a reservation inquiry email with a response that begins with the guest's name, references the honeymoon they mentioned in their inquiry, recommends the specific suite with the terrace view that faces the Caribbean sunrise because of the occasion, and includes a brief personal note about the property's private beach access before linking to the booking page — has just communicated something that the OTA booking form cannot: that a person who knows this property read your message and thought specifically about your stay. That communication is the boutique hotel's most powerful sales tool.