Position Title: Reservations Agent (Reservations & PBX)

Location: Hotel Emma — San Antonio, TX

Hotel Emma is seeking a thoughtful, service‑driven Reservations Agent to support both guest booking experiences and hotel communications. This role operates across two types of scheduled shifts—Reservations and PBX—each with a distinct focus. Whether assisting guests with planning their stay or helping route and coordinate calls throughout the hotel, the Reservations Agent plays a key role in delivering the warm, consistent, and refined service experience Hotel Emma is known for.

Key Responsibilities

Guest Reservations & Booking Experience

Respond to reservation inquiries via phone and email with warmth, professionalism, and confidence
Assist guests with booking, modifying, or canceling reservations accurately
Clearly explain room types, availability, rates, and hotel policies
Ask thoughtful questions to understand guest needs and personalize the booking experience
Provide an overview of hotel amenities, dining, and services as part of the planning process
Ensure each interaction reflects Hotel Emma’s AAA Five‑Diamond service standards
Complete detailed follow-through processes to ensure all reservation and guest profile details are recorded and communicated

PBX & Guest Communications Support

Answer incoming calls routed through the hotel’s main phone lines in a timely, welcoming manner
Help direct calls to the appropriate hotel departments
Assist with general guest questions or service requests
Support smooth communication between guests and hotel teams
Maintain a calm, polished phone presence during both guest‑facing and internal calls

What Success Looks Like in This Role

Guests feel welcomed, informed, and confident from their first interaction
Reservation details are communicated clearly, reducing the need for follow‑up questions
Calls are answered promptly and handled with courtesy and professionalism
Hotel teams receive clear, accurate call routing and communication support
Guests consistently experience thoughtful, Five‑Diamond‑level hospitality

Qualifications

Previous experience in hospitality, reservations, guest services, front desk, or a related customer‑facing role preferred
Strong verbal and written communication skills
A warm, professional phone presence
Strong attention to detail and organization
Ability to manage multiple requests calmly and professionally in a fast‑paced environment

Schedule & Work Style Expectations

This role includes different scheduled shift types, with some shifts focused on reservations and others focused on PBX support
Flexibility is required during high‑volume periods, holidays, or peak demand
This position involves extended phone and computer use in a professional office setting

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