Reservation Specialist

The Westin Houston Medical Center

Reservation Specialist

Job Type: Full-Time 

Shift Available: M-F 8 am- 5pm

Pay Rate: $18.00 

Company Overview: 

At Pearl Hospitality, we don’t just manage hotels; we develop leaders. Our mission of creating leaders drives everything we do, from how we support our teams to how we serve our guests. As a growing hotel ownership and management company, we partner with trusted brands such as Marriott and Westin to deliver exceptional service while fostering a culture of accountability, growth, and teamwork.

We are passionate about creating an environment where employees feel valued, supported, and empowered to take the next step in their careers. 

About the Role:

A Pearl Hotel Reservation Specialist reports to the Assistant Director of Revenue Management, with a dotted line to the Director of Front Office. They are responsible for creating leaders and fostering the Pearl culture within the Revenue Management and Front Office Departments for Pearl Hospitality. The Reservation Specialist plays a critical role in ensuring a seamless and positive experience for customers booking services or accommodations. This position is responsible for managing reservation requests efficiently and accurately, while providing a high level of customer service. The specialist will serve as the primary point of contact for clients, addressing inquiries, resolving issues, and providing detailed information about availability, pricing, and policies. By maintaining organized records and coordinating with other departments, the Reservation Specialist helps optimize booking processes and maximize occupancy or service utilization. Ultimately, this role contributes directly to customer satisfaction and the overall success of the organization’s reservation operations.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service or reservation-related role.
• Proficiency with reservation or booking software and basic computer applications.
• Excellent verbal and written communication skills.
• Ability to multitask and manage time effectively in a fast-paced environment.

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Hospitality, Business Administration, or a related field.
• Experience working in the hospitality, travel, or service industry.
• Familiarity with CRM systems and advanced booking platforms.
• Bilingual abilities or proficiency in multiple languages.
• Strong problem-solving skills and conflict resolution experience.

Responsibilities:

• Handle incoming reservation requests via phone, email, or online platforms promptly and professionally.
• Provide accurate information to customers regarding availability, pricing, policies, and special offers.
• Enter and update reservation details in the booking system accurately to avoid errors and double bookings.
• Coordinate with other departments, such as the front desk, housekeeping, and service teams, to ensure smooth customer experiences.
• Resolve customer concerns or complaints related to reservations in a courteous and effective manner.
• Maintain detailed records of all transactions and communications for reporting and auditing purposes.
• Assist in developing and implementing reservation procedures to improve efficiency and customer satisfaction.