Reservations Agent & Pre-Arrival Coordinator

Responsibilities

• Manage all inbound reservation inquiries for a small Tulum eco-property: phone, email, WhatsApp (a common communication channel for the Tulum market, particularly for direct bookings), and OTA messaging — respond within 2 hours during business hours as a minimum standard for the Tulum boutique market
• Communicate the property's ecological protocols as part of the booking process: biodegradable-only products, reef-safe requirements for cenote swimming, solar power schedule, plastic-free amenities, and any SEMARNAT-related access rules for cenote on the property — the agent communicates these as features, not fine print
• Manage the wellness program booking for properties with retreat programming: yoga retreat enrollment, sound healing session scheduling, temazcal ceremony booking, and the meal plan coordination for wellness guests — the reservations agent manages these add-ons as part of the reservation process
• Coordinate the direct booking strategy: the Tulum boutique market has a high direct booking rate because the properties cultivate Instagram and newsletter communities who book directly — the reservations agent manages direct booking communications and processes them through the property's own booking system rather than OTA
• Handle the OTA extranet management for the remaining percentage of bookings through platforms: maintain accurate availability and rate parity, respond to OTA guest messages, and manage the property's review response program
• Build the pre-arrival experience profile for each guest: in the weeks before arrival, communicate with the guest to understand their intentions for the stay (wellness focus, cenote exploration, beach relaxation) and share the information with the property's villa host team

Requirements

• Reservations or hospitality experience; eco-property or wellness property experience preferred
• English fluency; European language strongly preferred for Tulum's significant European market
• WhatsApp and email communication in a professional hospitality context
• Genuine ecological and wellness knowledge alignment
• OTA extranet management (Booking.com, Airbnb for villa-style properties)

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Housing support in Tulum
• Staff meals from the property's kitchen
• Direct booking bonus
• Career development in Tulum's globally recognized boutique luxury hospitality sector

Work environment

Reservations agent and pre-arrival coordinator at a Tulum boutique eco-luxury property. Small-property, relationship-based reservation management with ecological programming integration for the world's most intentional alternative luxury travel market.

About the role

The Tulum reservations agent who receives a direct booking inquiry via Instagram DM from a woman in Berlin who has been following the property for two years — who responds in English with warmth and precision, who asks two specific questions about the guest's intentions for the stay, who by the end of the conversation has recommended the specific week in October when the cenote light is best at 9am and the jellyfish lake is accessible, who closes with a personal invitation and a direct booking link — has just converted a two-year Instagram follower into a confirmed guest with a specific reason to arrive at the specific time the property's natural environment is at its most extraordinary. The reservation is the result of a relationship. The agent is the relationship.