Reservations Agent — Ultra-Luxury Resort

Responsibilities

• Manage the complete reservations process for a Los Cabos ultra-luxury resort: each inbound inquiry — whether from a travel agent, personal assistant, direct guest, or OTA — is managed with the professionalism and attention that matches the property's positioning at the apex of Mexican luxury hospitality
• Build and maintain relationships with the luxury travel agent and concierge community: the Los Cabos ultra-luxury market is mediated primarily by Virtuoso, Preferred Hotels, and independent luxury travel agencies whose clients spend USD 10,000–100,000+ per trip — the reservations agent who knows these advisors by name and provides consistent, accurate, and personalized service generates loyalty from the advisor's entire book of business
• Execute the villa and estate upsell: the Los Cabos ultra-luxury resort's revenue peak is its villa and private estate inventory — the reservations agent understands the villa product in detail (views, private pool dimensions, kitchen capability, dedicated butler assignment) and communicates this with conviction in every booking conversation where the guest's profile suggests villa suitability
• Manage the sport fishing charter and golf tee time coordination as a booking add-on service: Los Cabos guests booking a luxury suite often want sport fishing, golf, and marine excursions pre-arranged — the agent coordinates these additions through the concierge team
• Handle VIP and high-profile guest bookings with absolute discretion: the Los Cabos resort receives bookings for guests whose identity and travel plans are confidential — the reservations agent applies a strict information security protocol for all bookings of this category
• Coordinate multi-property bookings for the same guest group: Los Cabos groups often want suites and villas across different dates with complex arrival and departure patterns — the agent manages the booking logistics with precision and confirms accuracy before issuing confirmation documents

Requirements

• Hotel reservations experience at a luxury or ultra-luxury property
• English fluency at a professional correspondence level; Spanish native
• Luxury travel agency and travel advisor relationship management
• Villa product knowledge and upsell competency
• Absolute discretion for VIP and confidential guest bookings

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Housing allowance MXN 2,000/month
• Staff meals
• Upsell performance bonus
• Career development in Mexico's most commercially significant luxury hotel market

Work environment

Reservations agent at a Los Cabos ultra-luxury resort. High-value booking management, luxury travel advisor relationship cultivation, and villa upsell execution for Mexico's most commercially significant and professionally developmental hotel reservations environment.

About the role

The Los Cabos ultra-luxury reservations agent who receives an email from a Virtuoso agent in Beverly Hills on a Tuesday morning, asking for availability in January for a family of 8 across two villas, mentioning that the client had stayed at the property 3 years ago and that their children are now older and they want the villa with the beach access gate — who responds within 30 minutes with a specific villa proposal, references the client's previous stay preferences from the PMS history, and includes a personal note to the agent with the property's January sport fishing report — has just done something that a booking engine cannot replicate and that the agent's professional network will remember. The Virtuoso advisor books 200 nights per year through Los Cabos properties. The reservations agent who responds like this will get more of them.