Soma Capital Portfolio Jobs

Cluster Reservations Associate



Mexico City, Mexico
Posted on Thursday, June 20, 2024

About the company

We are a global hospitality group created by a diverse community of people seeking human connection, authentic experiences and a better future together. Redefining the concept of traditional luxury, we build and activate hotels in inspiring destinations, guided by the idea that luxury is a feeling found in shared experiences and memories rather than in objects and things. 

Our mission is to change people’s lives by creating deeper human connections and making a lasting impact on the local communities we call home through education, employment, and the creation of sustainable micro-economies. With “Homes” currently located in Mexico, Morocco, the United States, Saudi Arabia and Namibia, we continue to expand globally across Latin America, Africa, the Middle East and Asia, using its technology-driven approach, experience-led programming, and innovative vertically integrated model.

About the role

The Reservations Agent is responsible for providing quick and efficient service to all guests with reservation requests and inquiries for the property. This position is responsible for sharing information with prospective guests to capture sales, and then coordinating the details of reservations.

What you'll be doing
  • On a daily basis, review rates, packages, and promotions to ensure familiarity
  • Be familiar with all aspects of the property, including Villa types, restaurants, pool, spa, and other outlets and facilities, as well as locations and hours of operations
  • Identify callers’ needs through probing questions and active listening
  • Accommodate the needs of guests with disabilities
  • Sell Villas by emphasizing quality and features rather than price; take all opportunities to upsell
  • Make reservations in Opera property management system or manually if necessary
  • Confirm reservation information with the guest before ending the call
  • Complete mail, email, pre-paid, and direct bill reservations
  • Offer and reserve special requests like Villa location, Villas, etc
  • Cancel reservations according to policy, ensuring guests are informed of any penalty
  • Place guests on the waitlist as needed
  • Set up group files, master, and billing for group reservations
  • Enter Rooming group lists
  • Check the quality of Reservations as per Habitas SOPs
  • Check reservations received from our brand website or OTA daily, for arrival and departure and tally them with our PMS

What you'll need
  • Bachelor's degree in Hospitality or equivalent preferred and/or previous work experience in service for at least 2 years
  • Ability to comprehend and use basic language to communicate information and ideas
  • Ability to read, comprehend, and write
  • Ability to perform basic numerical operations
  • Strong command of software applications and property-specific platforms
  • Ability to effectively deal with internal and external customers and staff with patience, tact, and diplomacy
  • Fluency in English: additional languages preferred
  • Ability to work evenings, weekends, and holidays, as needed