Reservations Agent — Leisure & Luxury Market

Responsibilities

• Manage reservations for a CDMX boutique luxury hotel serving the domestic luxury and international cultural travel markets: the Roma-Condesa boutique hotel guest is a cultural traveler who chose CDMX specifically — the reservations agent's communication during the booking process begins the cultural orientation experience
• Execute suite and room category upsell conversations with CDMX cultural framing: the upsell from a standard room to a terrace suite is most effective when framed around the Roma neighborhood's architectural character and the terrace's view of the Art Deco buildings that line the street — the CDMX boutique reservations agent is selling a city experience, not just a room upgrade
• Communicate the CDMX cultural calendar as a booking value proposition: the guest who learns during the booking process that their stay coincides with a significant gallery opening in Colonia Roma, or with the Gourmet Film Festival at the Cineteca Nacional, has a stronger reason to book directly than one who receives only rate information
• Manage the property's domestic luxury market: high-net-worth Mexican families from Monterrey and Guadalajara visiting CDMX for cultural, medical, or leisure reasons represent a significant domestic market for CDMX boutique hotels — the reservations agent communicates with this market with the Spanish language warmth and the domestic travel service standard it expects
• Coordinate pre-arrival cultural itinerary information as a direct booking incentive: the CDMX boutique hotel that provides curated cultural itinerary information as part of the booking confirmation has a meaningful conversion advantage over OTA bookings — the reservations agent manages this communication
• Handle special occasion bookings: CDMX anniversary dinners, birthday celebrations, and family gathering bookings require the coordination between reservations and the guest relations team that the reservations agent initiates at the booking stage

Requirements

• Reservations experience; boutique hotel or cultural tourism property preferred
• Spanish native; English fluency; ideally a European language
• CDMX cultural calendar and neighborhood knowledge
• Boutique luxury communication quality
• Domestic Mexican luxury market familiarity

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Transport subsidy MXN 650/month
• Staff meals
• Upsell bonus
• Career development in CDMX's boutique luxury hotel sector

Work environment

Leisure and luxury reservations agent at a CDMX boutique hotel. Cultural experience-integrated booking management for the domestic Mexican and international cultural travel market in Latin America's most culturally significant capital.

About the role

The CDMX boutique reservations agent who replies to a Guadalajara couple's booking inquiry with a response that mentions the Bosque de Chapultepec photography exhibition that opens the weekend of their stay, the rooftop bar in Condesa that has the best sunset view in the neighborhood, and the specific taco route in Centro that the hotel's chef designed for curious guests — has not answered a reservation inquiry. They have answered a travel aspiration. The booking that follows is the result of a conversation that made the couple feel that someone understood why they chose CDMX.