Hospitality Reservations & Guest Experience Specialist: UnifyCX
Job Details
Company: UnifyCX
Position: Hospitality Reservations & Guest Experience Specialist
Work Arrangement: On-Site
Industry: Customer Experience / Hospitality / Travel
Experience Level: Experienced
Minimum Education: High School Graduate or equivalent
Required Experience: 1–2 years BPO customer service + 1–2 years hospitality, travel, hotel reservations or related experience
Employment Type: Not specified
Salary: Not specified
Location: Not specified in the supplied advert
Job Overview
UnifyCX is seeking a customer-focused and sales-driven Hospitality Reservations & Guest Experience Specialist to join its team and support luxury hotel and resort partners. This role is focused on creating exceptional guest experiences by assisting customers with hotel reservations, understanding their travel preferences and providing personalised recommendations.
The successful candidate will handle guest interactions across multiple channels, including inbound calls and emails, while helping customers make bookings and manage existing reservations. The position combines premium customer service, hospitality knowledge, reservations support and consultative selling, making it suitable for someone who enjoys working directly with customers and can confidently recommend products and experiences.
A major part of the role will involve building genuine rapport with guests and understanding their needs. Candidates should be naturally conversational, empathetic and comfortable serving discerning, high-value guests. You will also be expected to identify suitable opportunities to recommend upgraded rooms, packages and additional hotel experiences in a natural and customer-focused way.
The role requires strong attention to detail because reservation information, guest requests, rates, policies and booking records must be handled accurately. Candidates should also be comfortable working across multiple systems while communicating with customers.
The successful applicant must be available for rotating shifts, weekends, public holidays, overtime and on-call schedules, depending on business requirements. The position is on-site.
Key Responsibilities
- Handle inbound calls, emails and guest reservation enquiries.
- Assist with hotel and resort bookings, modifications and cancellations.
- Process special requests and provide personalised recommendations.
- Explain room categories, rates, promotions, amenities and hotel policies.
- Provide information about local attractions and events.
- Build rapport and deliver a premium guest experience.
- Identify customer needs and recommend upgrades, packages and experiences.
- Use reservation platforms and Property Management Systems (PMS).
- Maintain accurate booking records and reservation information.
- Resolve guest concerns and escalate complex matters when required.
- Meet booking conversion, revenue, productivity, quality and guest satisfaction targets.
- Stay informed about hotel offerings, seasonal promotions and destinations.
- Represent premium hospitality brands professionally.
Minimum Requirements
Applicants should have:
- High School qualification or equivalent.
- 1–2 years of BPO customer service experience.
- 1–2 years of hospitality, travel, hotel reservations or related experience.
- Excellent verbal and written English communication skills.
- Strong customer service and active listening skills.
- Good problem-solving abilities.
- Ability to build rapport quickly and engage guests naturally.
- Confidence and professionalism when assisting high-value customers.
- Ability to work across multiple systems while speaking with customers.
- Collaborative attitude and willingness to support team success.
- Willingness to work rotating shifts, weekends, holidays, overtime and on-call schedules.
- Ability to work on-site.
Preferred Experience
An advantage will be given to candidates with:
- 1–2 years supporting premium travel, luxury hospitality or hotel reservation accounts in a BPO environment.
- Hotel reservations or front-desk experience.
- Travel, airline or tourism industry experience.
- Experience with booking platforms or PMS systems.
- Familiarity with luxury hotel brands.
- Sales or consultative upselling experience.
- Strong knowledge of hotel operations and guest-service standards.
Ideal Candidate
The ideal candidate is a confident and naturally conversational customer-service professional who can combine hospitality expertise with sales ability. You should be comfortable understanding guest preferences, making recommendations and creating memorable experiences while maintaining accuracy and professionalism.
Strong communication, empathy, attention to detail and the ability to manage multiple systems will be important. A genuine interest in hospitality and travel will also help you succeed in this customer-facing position.
Employment Details
This is an on-site position with UnifyCX. The advert does not specify the location, salary or employment contract type.
How to Apply
Interested candidates should apply for the Hospitality Reservations & Guest Experience Specialist position through UnifyCX and ensure their CV highlights relevant customer service, BPO, hospitality, reservations, travel and sales experience.
📍 Work Arrangement: On-Site
🎓 Minimum: High School Graduate or equivalent
💼 Experience: Customer Service + Hospitality/Travel/Reservations
🕐 Shifts: Rotating shifts, weekends and holidays may be required