Reservations Agent & Direct Booking Specialist

Responsibilities

• Manage all reservation channels for a SMA boutique luxury hotel: direct inquiry by phone and email is the primary channel — SMA boutique hotels maintain a higher direct booking percentage than most Mexican markets because of the personal community their properties cultivate through social media and repeat guest loyalty
• Communicate the SMA experience as part of the booking conversation: the Parroquia de San Miguel Arcángel as the hotel's visual reference point, the rooftop terrace view for sunset, the specific artisan market schedule, and the Guanajuato wine country day trip option — all communicated during the inquiry response in a way that connects the guest's curiosity to the hotel's specific geographic and cultural advantages
• Manage the destination wedding room block pipeline: SMA is one of Mexico's most celebrated destination wedding locations, and the town's boutique hotel inventory is often committed across multiple wedding weekends during the October–November and March–April peak periods — the reservations agent tracks room block commitments across these periods and manages the last-room-available situation during wedding weekends
• Handle the Festival and cultural event demand calendar: SMA's event calendar (International Film Festival, Jazz and Blues Festival, Semana Santa, Día de los Muertos, globo festival) generates specific demand peaks that the reservations agent manages with rate strategy and early closure of last-minute rates
• Develop and maintain the property's OTA presence with SMA-specific content: SMA boutique hotel descriptions on OTA platforms need to communicate the colonial character, the artisan scene access, and the destination wedding context that the SMA traveler researches before booking — the reservations agent maintains the property's OTA content quality
• Build and maintain the repeat guest relationship: the SMA boutique hotel has a loyal return guest base — the reservations agent knows repeat guests by name and manages their bookings with personalized acknowledgment of their history with the property

Requirements

• Reservations experience; boutique or cultural tourism property preferred
• English and Spanish bilingual — the SMA market is heavily English-speaking expat and North American
• SMA cultural calendar and artisan community knowledge
• Destination wedding room block coordination
• Direct booking communication quality

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals
• Direct booking conversion bonus
• Integration into the SMA expat and cultural tourism community
• Career development in one of Mexico's most globally recognized boutique luxury destinations

Work environment

Reservations agent and direct booking specialist at a San Miguel de Allende boutique luxury hotel. Personal communication-quality booking management for the SMA cultural and destination wedding tourism market.

About the role

The SMA reservations agent who responds to a direct inquiry email from a couple in New York — who writes back with a response that mentions the rooftop terrace's Parroquia view and the specific morning light on the pink stone that makes the first coffee of the day on that terrace one of the most photographed moments in the property's Instagram history, who recommends the week of the globo festival because the hot air balloons can be seen from the rooftop on Thursday morning — has not answered a booking inquiry. They have begun building the couple's SMA fantasy in a reply email. The booking that follows is not separate from that fantasy. It is the first expression of it.