Auxiliar de Reservaciones

Company Description

This is an exciting position within Ennismore’s growing portfolio of all-inclusive brands and will play a key role in launching two new brands with refreshed brand identities to the market in 2026.

Park Royal is a beloved vacation name in Mexico, and this role presents an opportunity to build on that success while evolving the brand to carve out a unique position in a popular all-inclusive market.

Rixos is a successful brand already established across the Middle East and Europe, and this is an important milestone in the brand’s global expansion.

Job Description

• Handle reservation requests via phone, email, messaging, and digital channels, providing clear information about rooms, rates, promotions, services, and policies.

• Register, modify, and confirm reservations in the system.

• Manage daily availability, preventing overbooking and inventory errors.

• Track payments, deposits, guarantees, refunds, and cancellations.

• Coordinate arrivals, special requests, and guest preferences with reception and other operational areas.

• Promote direct sales and additional services.

• Verify rates, restrictions, closing times, and current promotions across all channels.

• Follow up on pending quotes until they are closed or canceled.

• Review and respond to reservation-related questions or issues before arrival.

• Assist with occupancy reports, pick-up times, cancellations, and basic forecasts.

• Languages: Fluent in spoken and written English.

Qualifications

• Communication skills: Excellent verbal and written communication skills for customer service, sales follow-up, and resolving inquiries via phone, email, or booking platforms.

• Sales skills: Focus on sales, upselling, and cross-selling, aiming to maximize occupancy, average daily rate, and sales of additional services such as transportation, meals, activities, upgrades, or packages.

• Digital proficiency: Proficient in PMS, OTA extranets, email, Microsoft Office Suite, and reservation tracking tools.

• Organization and attention to detail: Accurate control of availability, rates, policies, deposits, dates, special requests, and documentation for each reservation.

• Problem-solving skills: Ability to handle changes, cancellations, overbooking, data entry errors, special requests, and complaints quickly and effectively.

Additional Information

ivan.ramireztlapapal@ennismore.com

pedro.pech@ennismore.com