Reservations Agent — Spanish-Language Market

Responsibilities

• Manage inbound reservations from the domestic Mexican and Spanish-speaking Latin American market: the domestic market communicates almost entirely in Spanish and has different booking patterns than the North American market (shorter booking windows, higher price sensitivity, greater use of payment on arrival rather than prepayment)
• Process reservations from Mexican domestic tour operators and travel agencies: the domestic agency market uses specific wholesale rate structures and payment terms that differ from international OTA booking — the agent manages these accounts with the appropriate commercial terms
• Execute Spanish-language upsell conversations: the domestic Mexican traveler responds to upsell framing that emphasizes family experience, celebration context, and value package bundling rather than the luxury positioning used for the international market
• Manage the property's Semana Santa and Navidad peak period reservations: the two peak domestic demand periods in Cancún — Semana Santa (April) and the Christmas–New Year week — require precise inventory management and early closure of low-rate categories
• Process group inquiries from Mexican domestic groups: family reunions, school groups, and domestic corporate groups are a significant segment of the Cancún domestic market — the reservations agent handles initial group inquiry processing and coordinates with the group sales team
• Maintain accurate reservation documentation for the domestic market's payment on arrival preference: many domestic bookings are guaranteed by deposit rather than credit card — the agent manages the deposit receipt documentation accurately

Requirements

• Hotel reservations experience
• Spanish native; English functional for internal team communication
• Domestic Mexican travel market knowledge
• PMS and OTA extranet management
• Domestic Mexican payment and deposit management experience

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals
• Fixed monthly + domestic market sales bonus
• Career development toward Reservations Supervisor

Work environment

Reservations agent focused on the domestic Mexican and Spanish-speaking market at a Cancún hotel or resort. Domestic travel trade and direct booking management for the property's Spanish-language market segment.

About the role

The Cancún domestic market reservations agent who handles the Semana Santa group inquiry from a Monterrey family reunion — who processes a 14-room block with a split deposit structure, who manages three room-type changes over two weeks as the family group's count shifts, who confirms the final rooming list three days before arrival — has managed a booking that will generate 14 room reviews, 14 social media posts, and a group that may use the same property for the same reunion next year. The domestic family group is the hotel's most loyal repeat market. The reservations agent who handles them well knows it.