Reservations Agent

Our Company:
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, and spas, and gracious yet unobtrusive service. With 19 hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

Our Property:
Nestled along the coastal paradise of Riviera Maya on a pristine oceanfront site, remarkable for its lush and expansive mangrove gardens and deep white-sand beach, an extraordinary resort is taking shape: Etéreo, a new destination from Auberge Resorts Collection opening late 2021, will bring a compelling luxury experience where guests can escape in perfect comfort and seclusion and enjoy a deep connection with nature and with one another.

Role Summary:
Responsible for receiving calls with a friendly, warm and professional treatment for all clients, advising and recommending the best accommodation alternatives and all aspects of hotel services, along with detecting individual needs and guaranteeing client satisfaction.

Core Responsibilities:

Please note that this is not an exhaustive list of everything that needs to be done! Within the Auberge family, our people always find new ways to look after the business, their guests, and their team-mates. Within this, the key responsibilities for this position are:

• Maintain a strong sales acumen at all times, seeking to close every leisure sales opportunity by providing a strong rapport, accurate information in a confident voice, utilizing urgency tools and assumptive sales verbiage, maintaining control of the call, focusing on selling the experience, and strictly adhering to any other sales techniques or strategies, as directed.

• Process all reservation requests, changes and cancellations received by phone, fax or email.

• Identify guest booking needs, determine the right room type, and check room type and rate availability.

• Explain guarantee, special rate, and cancellation policies to callers.

• Accommodate and document special requests.

• Answer questions about property facilities/services and room accommodations.

• Communicate information about designated VIP reservations.

• Actively up-sell customers to increase room revenue.

• Entry and access to data in the reservation system, knowledge of computers, and previous training in guest relations.

• Process all reservation requests, changes and cancellations received by phone, fax or email.

• To be continually aware of room/suite availability, and to oversell accommodation types only as approved.

• Must be detail oriented. Organized and efficient. Learn quickly. High quality standards for production and service. Diplomatic and calm. Strong verbal and written communication skills. Courteous, friendly, and professional manner. A team player. Able to work productively with minimal supervision. Trustworthy and reliable.

• Perform other duties as directed, developed or assigned.

Required Qualifications:

• Must have at least 1 year of luxury hotel experience
• Bachelor's degree or Bachelor's degree preferred.

Preferred Skills:

• Experience in hotel sales, reservations, and/or operations

• Advanced oral and written English and Spanish

• Advanced Computer Skills

What Else?:
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences. We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty. Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives.