Call Routing, Communication Skills, Detail Oriented, Follow Through, Food Services, Hospitality and Tourism, Hotel Reservation, Maintenance Services, Needs Assessment, PBX (Private Branch eXchange), Presentation/Verbal Skills, Telephone Skills, Time Management, Writing Skills
Position Title: Reservations Agent (Reservations & PBX)
Location: Hotel Emma - San Antonio, TX
Hotel Emma is seeking a thoughtful, service‑driven Reservations Agent to support both guest booking experiences and hotel communications. This role operates across two types of scheduled shifts-Reservations and PBX-each with a distinct focus. Whether assisting guests with planning their stay or helping route and coordinate calls throughout the hotel, the Reservations Agent plays a key role in delivering the warm, consistent, and refined service experience Hotel Emma is known for.
Key Responsibilities
Guest Reservations & Booking Experience
- Respond to reservation inquiries via phone and email with warmth, professionalism, and confidence
- Assist guests with booking, modifying, or canceling reservations accurately
- Clearly explain room types, availability, rates, and hotel policies
- Ask thoughtful questions to understand guest needs and personalize the booking experience
- Provide an overview of hotel amenities, dining, and services as part of the planning process
- Ensure each interaction reflects Hotel Emma's AAA Five‑Diamond service standards
- Complete detailed follow-through processes to ensure all reservation and guest profile details are recorded and communicated
PBX & Guest Communications Support
- Answer incoming calls routed through the hotel's main phone lines in a timely, welcoming manner
- Help direct calls to the appropriate hotel departments
- Assist with general guest questions or service requests
- Support smooth communication between guests and hotel teams
- Maintain a calm, polished phone presence during both guest‑facing and internal calls
What Success Looks Like in This Role
- Guests feel welcomed, informed, and confident from their first interaction
- Reservation details are communicated clearly, reducing the need for follow‑up questions
- Calls are answered promptly and handled with courtesy and professionalism
- Hotel teams receive clear, accurate call routing and communication support
- Guests consistently experience thoughtful, Five‑Diamond‑level hospitality
Qualifications
- Previous experience in hospitality, reservations, guest services, front desk, or a related customer‑facing role preferred
- Strong verbal and written communication skills
- A warm, professional phone presence
- Strong attention to detail and organization
- Ability to manage multiple requests calmly and professionally in a fast‑paced environment
Schedule & Work Style Expectations
- This role includes different scheduled shift types, with some shifts focused on reservations and others focused on PBX support
- Flexibility is required during high‑volume periods, holidays, or peak demand
- This position involves extended phone and computer use in a professional office setting