Reservations Agent

About the role

We are seeking an experienced Reservations Agent to join the ultra‑luxury One&Only Mandarina resort in Riviera Nayarit, Mexico. The successful candidate will handle inbound calls, manage bookings across all sales channels and ensure each guest receives a seamless, high‑quality experience.

Key responsibilities

• Answer phone calls following company telephone etiquette and convert inquiries into confirmed reservations.
• Maintain thorough knowledge of rooms, suites, villas, rates, seasons, and cancellation policies.
• Capture new reservations, modify or cancel existing bookings, and apply deposits according to policy.
• Process credit‑card refunds, prepare daily charge reports for the Compliance Department, and handle email/fax correspondence.
• Enter group rooming lists, guest preference plans and special requests into the Opera system.
• Organise daily and monthly reservation files, ensuring all relevant guest information is recorded.

Required profile

• Bachelor’s degree.
• Minimum one year of experience in hotel reservations or a similar front‑office role.
• Advanced English speaking and writing skills.
• Detail‑oriented with strong analytical and interpersonal abilities.

Required skills

• Proficiency with Microsoft Office.
• Experience operating the Opera or Fidelio property management systems.

What we offer

• Opportunity to work in a world‑class ultra‑luxury resort.
• Career growth within the global One&Only brand.