Position Title: Reservation Agent
La descripción completa del puesto cubre todas las habilidades asociadas, la experiencia previa y cualquier cualificación que se espera que tengan los solicitantes.
Location: Marbella, Spain
Job Type: Full-time, Seasonal
Position Overview
The Reservation Agent serves as the first point of contact for guests planning their visit, responsible for handling reservation requests across various channels including phone, email, WhatsApp, and social media direct messages. More than just taking bookings, you will act as an ambassador of service excellence—informing, assisting, and upselling with grace and precision. You will maintain a detailed understanding of all venue offerings, events, pricing, and guest preferences, and ensure every guest feels well cared for from initial inquiry to post-visit follow-up.
Key Responsibilities
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* Handle reservation requests via phone, email, WhatsApp, and social media DMs, ensuring timely and professional responses (within 24 hours maximum).
* Provide detailed and accurate information regarding available services, menus, pricing, entertainment, events, and special packages.
* Upsell services by recommending premium experiences such as upgraded tables or packages.
* Manage reservation system with accuracy, ensuring all relevant data (e.g., preferences, allergies, spending behavior, occasions) is captured.
* Process payments, deposits, and confirmations when applicable.
* Coordinate special requests or high-profile visits with internal departments (e.g., Hostess team, VIP Relations, Marketing).
* Redirect event-related inquiries to the Sales Manager and partnership/collaboration requests to the Marketing Manager.
* Monitor and maintain approved response templates, offering feedback to improve efficiency and guest experience.
* Support the Hostess team with booking procedures, including training and regular updates on SOPs, promotions, and events.
* Provide daily, weekly, and monthly reservation reports including booking trends, client feedback, and online reviews (e.g., TripAdvisor, Google).
* Follow up with post-visit emails, feedback requests, and documentation requests such as invoices or receipts.
* Ensure all company assets, systems, and tools are handled with care and in line with internal procedures.
Required Qualifications and Competencies
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* Previous experience in a reservations, guest services, or CRM-related hospitality role.
* Exceptional verbal and written communication skills.
* Strong organizational and multitasking abilities with attention to detail.
* Excellent customer service mindset with a calm and solutions-oriented approach under pressure.
* Familiarity with reservation and CRM systems; strong computer literacy.
* Ability to collect and utilize guest data to enhance future experiences.
* Fluency in English is mandatory; Spanish and other languages such as German are a plus.
* Willingness to work flexible schedules including weekends, holidays, and peak hours.
Benefits
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* Shared tips & service charge
* Daily staff meals provided on-site
* Opportunity to work with an international hospitality brand. xpzdshu
Compensation
Competitive salary.
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