Job Description
Country: Mexico Property: Banyan Tree Veya – Valle de Guadalupe Type: Full Time
Banyan Tree Veya – Valle de Guadalupe . México About Our Team At Banyan Tree
Veya, every guest journey begins long before arrival. Through thoughtful
communication, personalized attention, and genuine care, we create meaningful
connections that transform a reservation into the beginning of an extraordinary
experience. As part of our Sales Division, the Reservations team plays a vital
role in delivering our philosophy of mindful luxury, ensuring that every guest
interaction reflects the warmth, authenticity, and attention to detail
that define Banyan Tree Veya. Role Purpose The Reservations Agent serves as
the first point of contact for our guests, ensuring that every reservation
is handled with accuracy, efficiency, and personalized care.
This role is responsible for creating seamless booking experiences while
providing expert guidance on accommodations, rates, services, and resort
experiences. Guided by the Banyan Tree philosophy “I am with you”,
the Reservations Agent anticipates guest needs, delivers exceptional service
across all communication channels, and contributes directly to guest
satisfaction, occupancy, and revenue performance. The Impact of This Role
This position is instrumental in shaping the guest’s first impression of Banyan
Tree Veya by ensuring: Exceptional service from the very first interaction
Accurate and seamless reservation processes Personalized guest experiences
tailored to individual preferences Strong conversion of inquiries into confirmed
reservations Revenue growth through upselling and cross-selling opportunities
Effective coordination with operational departments to deliver memorable stays
Consistent luxury standards throughout the guest journey Position Objective
To manage all reservation inquiries and bookings with precision,
professionalism, and personalized attention while maximizing occupancy, revenue
opportunities, and guest satisfaction through exceptional service and a deep
understanding of the resort’s offerings. Key Responsibilities Manage reservation
requests, modifications, and cancellations ensuring accuracy in rates,
availability, policies, and guest information. Utilize Opera Cloud, SynXis,
and other reservation platforms effectively to manage inventory and bookings.
Ensure proper integration and management of reservations from OTAs, Brand.com,
GDS, consortia, wholesale, and other distribution channels. Provide warm,
professional, and highly personalized service via phone, email, and messaging
platforms. Anticipate guest needs by identifying travel purposes, preferences,
special occasions, and individual requirements. Review daily arrivals, VIP
reservations, urgent bookings, and special requests to ensure flawless guest
experiences. Proactively manage waiting lists and booking opportunities
to maximize occupancy.
Coordinate effectively with Front Office, Guest Services, Housekeeping, Spa,
Food & Beverage, and other departments to ensure seamless guest experiences.
Maintain detailed reservation notes and guest profiles to support personalized
service delivery. Monitor deposits, prepayments, pre-authorizations,
and commission processes when required. Identify opportunities for upselling
and cross-selling accommodations and resort experiences. Contribute to achieving
reservation conversion, guest satisfaction, and revenue objectives.
Critical Skills & Qualifications Minimum 2 years of experience in Reservations,
Sales, Front Office, or related hospitality roles. Experience within luxury
hotels or resorts preferred. Strong knowledge of PMS systems, preferably Opera
Cloud, CRS platforms, and distribution channels. Proven ability to handle
multiple requests simultaneously while maintaining accuracy and attention
to detail. Excellent organizational and administrative skills.
Strong communication and interpersonal abilities with a genuine passion
for hospitality. Sales-oriented mindset with experience in upselling
and cross-selling luxury experiences. Understanding of luxury hospitality
standards such as Forbes, LQA, or equivalent is highly desirable. Cultural
sensitivity and the ability to interact confidently with international guests.
Fluency in English and Spanish, both written and spoken, required.
Additional languages are an advantage. Banyan Tree Philosophy “I am with you”
At Banyan Tree, genuine care is at the heart of every interaction. Through
attentiveness, empathy, and personalized hospitality, we create meaningful
experiences that stay with our guests long after their journey ends. What Makes
This Role Unique This is more than a reservations position, it is an opportunity
to become the voice of Banyan Tree Veya and the first connection between our
guests and the extraordinary experiences that await them in Valle de Guadalupe.
As a Reservations Agent, you will play a key role in creating anticipation,
building trust, and delivering personalized service from the very first
interaction.
Through your expertise, attention to detail, and passion for hospitality,
you will help shape unforgettable stays that reflect the essence of Banyan Tree
Veya and its commitment to luxury, authenticity, and meaningful connection.
Gerardo.Benavides@banyantree.com
