Reservations Agent (Punta De Mita)

Our Company

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, and spas, and gracious yet unobtrusive service. With twenty hotels and resorts and eight new hotels under development in the next 18 months, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection.  Follow us on Linked In, and social @AubergeResorts and #AlwaysAuberge.

Our Property

Susurros del Corazon is situated on the sparkling Riviera Nayarit and will sit on a bluff fringed by tropical jungle that tumbles down to an intimate white sand beach, where warm breezes ruffle hammocks, surfers play on the horizon and perfect sunsets end each extraordinary day.

Role Summary

Join our team as Reservation Agent and become one of the authors of our story.  Every guest’s unique stay experience begins in a customized and authentic reservations experience.  At Susurros del Corazón, our guests’ craft their vacations with the guidance of our knowledgeable and friendly reservations sales agents.  This role is responsible for ensuring a superior guest first impression of our unique resorts by complying with Auberge Resorts Collection call quality standards while utilizing the reservations lead management system.  This role delivers excellent guest communication and reservations accuracy.  In addition, the reservations agent will be responsible in supporting the revenue management strategies which includes, but are not limited to: up-selling, promotions, outbound revenue generation and cross selling of amenities. REMOTE WORK. 

Core Responsibilities

Please note that this is not an exhaustive list of everything that needs to be done!  Within the Auberge family, our people always find new ways to look after the business, their guests, and their team-mates.   Within this, the key responsibilities for this position are:

• Ensure that Auberge Standards, policies and procedures in the department are properly understood and followed through.

• Answer all incoming calls in less than three rings in a professional and friendly demeanor following Auberge Resorts Collection call quality, and brand standards.

• Achieve monthly individual & team conversion and revenue goals.

• Pursue Outbound Revenue Opportunities through our lead management system.

• Accurately code reservations in the lead reservation system, follow up on leads and ensure superior guest service.

• Oversee the accuracy of the previous day booked reservations and reservations due to arrival within 3 days.

• Keep current with all communication and hotel information.

• Ensure appropriate guest follow up takes place in a timely and proper fashion, in accordance with the standard operating procedures.

• Provide detailed notes and comments in the lead management system and PMS regarding guest requests to ensure a quality guest experience.

• Assist with group rooming lists or 3rd party reservations as needed.

• Maintain rate integrity in accordance with revenue management strategies.

• Assist in maximizing hotel room revenue and occupancy numbers.

• Participate in annual reservations sales training.

• Adhere to the company dress code.

• Participate in department meetings as scheduled.

• Fulfill daily tasks on the Reservations Checklist.

• Serves as a cultural ambassador and participates positively in a sales team environment.

• All other duties as assigned.

Requirement on Core Competencies

• Awareness and sensitivity to the concept of luxury and quality.

• Must be willing to work a flexible schedule, and be available to work nights, weekends and holidays.

• Responsive and genuine with guests and colleagues.

• Understands the value of employees, customers and profit link.

• Confident with guest interactions.

• Communicates and has a compelling vision.

• Inspires co-operation and commitment.

Required Qualifications

• 2 years hotel  experience.

• Must be willing to work a flexible schedule, and be available to work nights, weekends and holidays. 

• Excellent overall communication skills.

• High school graduate or equivalent.

• Strong organizational skills.

Preferred Qualifications

• Luxury hotel experience.

• English language competency.

• Spanish language competency.

What Else?

At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences.  We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty.  Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives.

If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family. We are in the pre-opening process, in the interview the hiring times are discussed. 

This is a full time position