Reservations Agent

Responsibilities

• Manage inbound reservation requests from the North American and domestic Mexican markets: phone, email, and OTA channel reservations processed accurately in the PMS, with rate plan application and package inclusion documentation
• Communicate the whale watching season value proposition December–March: the PVR reservations agent knows the humpback whale season calendar and uses this knowledge in booking conversations — guiding guests who express any interest in marine wildlife toward the December–March window and noting the advance booking premium for peak season dates
• Execute the upsell conversation for ocean view, marina view, and suite categories: the PVR resort guest responding to a booking inquiry is receptive to a view room upsell when it is framed around the specific Banderas Bay views that PVR's geography provides — the Pacific sunsets, the marina at night, the Sierra Madre as a backdrop
• Manage the travel agent allotment system for the Marina Vallarta and Nuevo Vallarta tour operator market: Canadian and American packaged travel represents a significant PVR volume — the agent manages allotment accuracy, cutoff dates, and tour operator modification requests
• Coordinate the holiday and Semana Santa peak demand: the PVR domestic market drives Semana Santa demand aggressively — the reservations agent applies the Revenue Manager's rate strategy during this period and manages the early booking inventory
• Handle group inquiry processing for the family reunion and small group market: PVR's warm destination reputation attracts multi-generational family groups — the agent handles initial group inquiries and coordinates with the group sales team

Requirements

• Hotel reservations experience
• English and Spanish bilingual
• PMS and OTA extranet management
• Upsell conversation competency
• Tour operator allotment management experience

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals
• Fixed monthly + upsell performance bonus
• Career development toward Reservations Supervisor

Work environment

Reservations agent at a Puerto Vallarta resort hotel. North American and domestic market booking management with whale watching season demand dynamics and tour operator volume in Banderas Bay's most active hotel reservation environment.

About the role

The PVR reservations agent who takes a call from a couple in Vancouver in October — who are asking about "sometime in the winter" — who during the conversation discovers they mentioned watching a nature documentary about whale migrations — who steers the conversation to the January–February window when humpback mothers and calves are most consistently visible in the bay, explains the 48-hour advance excursion booking they can arrange, and processes a booking for the 2nd week of February with a whale watching excursion pre-confirmed — has matched a product feature to a guest interest that the guest didn't know to articulate. That is the reservations agent's specific and valuable skill.