Hotel Reservations & Guest Experience Agent

UnifyCX is looking for an extraordinary Hotel Reservations & Guest Experience Agent to join our motivated and ambitious team.

What Will You Do? We are looking for a customer-focused, relationship-oriented, and sales-driven Hotel Reservations & Guest Experience Agent to support luxury hotel and resort partners. In this role, you will create exceptional reservation experiences through the inbound reservations process; provide information regarding room accommodations, rates, amenities, special packages, and guest services. The agent sells and offers promotional packages. The agent is expected to accurately present all information while multitasking several applications in a call center environment. Professional speaking demeanor and polite personality are preferred.

Through genuine rapport, premium customer service, and consultative upselling, you will help maximize booking value while ensuring every guest interaction is memorable.

Key Responsibilities

• Handle inbound calls, emails, and guest inquiries related to hotel and resort reservations.
• Book, modify, and cancel reservations while ensuring accuracy of guest information and booking records.
• Deliver exceptional guest service by identifying needs, providing personalized recommendations, and answering questions about room options, rates, amenities, promotions, and local attractions.
• Recommend room upgrades, packages, loyalty programs, and hotel experiences using consultative selling techniques.
• Navigate reservation systems and Property Management Systems (PMS) to manage bookings efficiently.
• Resolve guest concerns professionally and escalate complex issues when necessary.
• Send reservation confirmations and maintain clear communication with guests and management.
• Meet productivity, quality, booking conversion, revenue, and guest satisfaction targets.

Who are you? To be considered, candidates are expected to have the following:

Required Experience

• At least a High School Graduate or equivalent.
• At least 2 years of customer service experience in a BPO handling travel or hospitality accounts, or at least 2 years of experience in the hospitality, travel, hotel reservations, or a related industry.
• Excellent verbal and written English communication skills.
• Strong customer service, active listening, problem-solving, and rapport-building skills.
• Proficient in navigating multiple systems while assisting customers.
• Professional, detail-oriented, adaptable, and able to thrive in a fast-paced, team-oriented environment.
• Willing to work onsite and on a flexible 24/7 schedule, including rotating shifts, weekends, holidays, overtime, and on-call duties as needed.

Preferred Experience

• One (1) to two (2) years of experience supporting premium travel, luxury hospitality, or hotel reservation accounts in a BPO environment is highly preferred.
• Experience in hotel reservations, front desk operations, hospitality, travel, airline, or tourism industries.
• Experience using hotel reservation systems, booking platforms, or Property Management Systems (PMS).
• Familiarity with luxury hotel brands or premium hospitality environments is an advantage.
• Sales or consultative upselling experience is preferred.
• Strong knowledge of hotel operations and guest service standards.

Who We Are UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.