Reservations Agent

Reservations Agent The Standard Spa, Miami Beach - MIAMI BEACH, FL 33139 Overview Salary Range $19.00 - $19.00 Hourly Position Type Full Time Job Shift Flexible Description We are looking for a Reservations Agent who wants to be more than a voice on the phone. We want someone who wants to immerse themselves in the world-class amenities they describe to our guests every day. In this role, you aren’t just managing a calendar; you’re an insider with a front-row seat to the best lifestyle in Miami Beach. Perks That Work for You We believe our team should enjoy the property just as much as our guests do. When you join our reservations team, your hard work comes with serious rewards: Wellness & Fitness: Get your glow on with full Access to our Spa & Gym Facilities, including up to 3 complimentary fitness classes every week. Summer Vibes: Take advantage of Designated Employee Pool Days to soak up the sun during the summer season. Daily Discounts: Enjoy generous Spa Discounts on world-class treatments, Restaurant Discounts across the property, and Boutique Discounts for your retail fix. Earn While You Play: Boost your paycheck with a 1% Commission on all Spa reservations you book and a $50 Bonus for every perfect room reservation. Total Care: Comprehensive Medical, Dental, and Vision coverage, plus Paid Time Off, Paid Holidays, and a 401(k) plan. Position Summary The Reservations Agent is the first connection to our guests’ stay—the voice on the line and the calm behind the chaos. This role is all about precision, communication, and connection. You’ll manage hotel and spa reservations while helping shape the guest experience before they even arrive. From answering calls to coordinating details across departments, the Reservations Agent ensures every guest feels informed, cared for, and excited to experience The Standard way of life. This role blends service, sales, and organization, with a strong focus on maximizing occupancy and revenue while delivering a seamless booking experience. Key Responsibilities Handle hotel and spa reservations via phone, email, GDS, and online channels with accuracy and warmth. Answer incoming calls professionally and efficiently, including routing, transferring, and taking detailed messages. Maintain clear communication with all departments regarding arrivals, departures, groups, and special requests. Stay up to date on all property details including room types, rates, amenities, spa services, restaurant offerings, and special events. Provide personalized recommendations and upsell services to enhance the guest experience and drive revenue. Build strong relationships with guests and travel professionals to encourage repeat business and loyalty. Support PBX and Front Desk operations as needed to ensure seamless guest communication. Ensure all reservations are entered accurately and follow established procedures and standards. Maintain a clean, organized, and efficient reservations workspace. Respond effectively to guest inquiries, concerns, and unusual situations with professionalism and care. Uphold all company policies, procedures, and service standards. Represent The Standard with a polished, professional appearance and positive, team-oriented attitude. Required Skills & Qualifications Previous experience in hotel reservations, front office, or a related hospitality role required. Strong communication and guest service skills, both verbal and written. Fluent in English; additional languages are a plus. Strong organizational and multitasking skills in a fast-paced environment. Familiarity with hotel systems such as Opera PMS or similar reservation platforms preferred. Ability to work independently and collaboratively within a team. Strong attention to detail and accuracy. Ability to remain calm and solution-oriented under pressure. Flexible schedule availability, including weekends and holidays. Core Competencies Guest Service Excellence Communication Attention to Detail Sales & Upselling Time Management Problem Solving Organization Teamwork & Collaboration Physical Requirements Ability to sit or stand for extended periods, up to 8 hours. Frequent use of computer systems, keyboard, and telephone. Occasional walking, bending, or lifting of materials up to 15 pounds. Clear speech and hearing for effective communication. Visual ability to read screens, reports, and correspondence. Work where hospitality, creativity, and community come together… every day.