About this role
Company Overview
Harwood Hospitality Group, Dallas premier Hospitality owner-operator, introduces its most complete expression of a multi-generational vision in Harwood Districts first hotel, Htel Swexan.
The Hotel is a new destination, with an uncompromising mission that values experience above all. It is a place like no other that draws inspirations from the worlds greatest cities – New York, London, Paris – together in one location to create something completely new. Local expertise with an international influence. Classic and contemporary, the hotel is a twist on conventions.
Part collection, part creativity, and always elegant. Guests stay to get lost – in culture and conversation. The Hotel is a world of its own, a meeting place, a hideaway, a stomping ground. For celebration or solitude.
Designed with all generations in mind, Harwood Districts hotel plays host to an eclectic mix of personalities. It is a timeless setting where locals mix with out-of-towners and old souls encounter the young at heart.
Intimate, immersive, and transportive. Htel Swexan has a surprise around every corner. Forget, for a second, where you came from, and leave with a memory that keeps you coming back.
Position Summary
The Reservations Agent serves as the first point of contact for many guests and plays a key role in driving revenue, conversion, and exceptional service. This position is responsible for handling reservation inquiries, maximizing room revenue opportunities, and ensuring accurate booking details while delivering a highly personalized luxury experience aligned with brand standards.
Responsibilities
- Answer inbound calls, emails, and online inquiries in a professional, timely, and guest-focused manner
- Accurately create, modify, and cancel reservations within PMS/CRS systems
- Promote upsells, packages, and experiences to maximize ADR and total revenue
- Communicate destination fee inclusions, policies, and hotel amenities clearly
- Maintain detailed guest profiles and preferences
- Ensure rate code, package, and billing accuracy at time of booking
- Collaborate with Front Office, Sales, and Revenue Management teams regarding availability and special requests
- Support inputting of group room detail into Opera from Sales team as needed.
- Monitor booking pace and notify leadership of unusual trends or high-demand dates
- Support pre-arrival planning and VIP coordination as assigned
- Remain up to date with hotel information, local attractions, restaurant, and transportation options.
- Uphold luxury service standards and always represent the hotel professionally
Requirements
- High School diploma or equivalent
- Experience working in a luxury or upscale property preferred.
- Excellent communication skills, including the ability to speak, read and write fluently in English; Bi-lingual is a plus.
- Ability to sit for extended periods and work on a computer
- Availability to work evenings, weekends, and holidays as needed
- Experience utilizing Opera is a plus.