PBX​/Reservations Agent

At Palm House, the guest experience begins long before arrival. As a PBX & Reservations Agent, you will often be the first voice of Palm House—setting the tone for the gracious, personalized, and effortlessly refined service our guests can expect throughout their stay.

This role serves as both a trusted reservations specialist and a central point of communication for our guests and hotel teams. From thoughtfully assisting with a first-time reservation to recognizing the preferences of a returning guest, the PBX & Reservations Agent transforms every interaction into an opportunity to create anticipation, build connection, and deliver an exceptional experience.

The ideal candidate is polished, articulate, and highly attentive to detail, with a genuine passion for luxury hospitality. Through accuracy, thoughtful communication, and intuitive service, this individual will embody the warmth and sophistication of Palm House while consistently delivering service aligned with Forbes-level standards.

• Respond to reservation inquiries received by telephone, email, online channels, and other booking platforms with warmth, professionalism, and a sense of urgency.
• Accurately create, modify, and manage individual and group reservations in Opera or the hotel’s designated property management system.
• Provide clear and timely booking confirmations, modifications, and cancellation information to guests and appropriate hotel departments.
• Review guest preferences, special occasions, and stay details to ensure each reservation is complete and thoughtfully personalized.
• Maintain detailed knowledge of Palm House accommodations, amenities, dining experiences, packages, rates, promotions, and hotel services.
• Identify opportunities to thoughtfully recommend upgraded accommodations, packages, and experiences based on each guest’s individual needs.
• Monitor room availability and inventory across room categories, collaborating with Revenue Management to support occupancy and revenue goals.
• Review and reconcile reservations received through third-party booking channels to ensure accuracy, consistency, and rate integrity.

• Serve as a welcoming and knowledgeable first point of contact, creating a memorable impression of Palm House with every interaction.
• Anticipate guest needs by asking thoughtful questions and offering personalized recommendations.
• Capture and maintain accurate guest preferences, special requests, recognition details, and relevant stay information within guest profiles.
• Assist with arrangements for room preferences, early arrivals, amenities, celebrations, and other special occasions.
• Build meaningful rapport with returning guests and contribute to detailed guest profiles that support future recognition and personalization.
• Partner with the Concierge, Guest Services, Front Office, Housekeeping, Food & Beverage, and other departments to support seamless pre‑arrival planning.
• Assist with VIP reservations and special arrangements, ensuring all details are communicated accurately and executed with care.
• Resolve reservation concerns and guest requests with professionalism, discretion, and ownership, escalating matters to leadership when appropriate.
• Follow through on guest requests to ensure they are completed accurately and to the guest’s satisfaction.

• Manage incoming calls through the hotel’s PBX system efficiently, warmly, and professionally.
• Answer calls promptly and use polished language consistent with Palm House service standards.
• Accurately direct calls and provide helpful information regarding hotel services, amenities, dining, local experiences, and general inquiries.
• Serve as a communication link between guests and hotel…