Reservations and guest services agent

About the role

As a Reservations and Guest Services Agent you will handle enquiries and bookings for hotel groups and tour operators in the eastern corridor. You will work in a consolidated queue with visibility across multiple properties, serving guests by phone, WhatsApp, chat and email in Spanish and English. Response speed is the central metric of this role. Every minute a guest waits is a booking that may go to an online travel agency instead.

Key responsibilities

• Respond to guest enquiries in Spanish and English across voice, WhatsApp, web chat, email and social channels
• Achieve first response times under three minutes on all channels
• Manage reservations, modifications, cancellations and special requests in the client's property management system
• Check availability and rates across multiple group properties and offer alternatives where the first choice is unavailable
• Cross-sell between properties and upsell services where appropriate
• Coordinate special guest requests with property-level teams
• Document every interaction completely in the client system
• Handle complaints and sensitive situations using de-escalation techniques
• Route enquiries in languages you do not handle to the appropriate desk
• Meet enquiry-to-booking conversion targets
• Support peak season periods with availability for additional hours
• Participate in daily huddles, quality calibration and product training

Required qualifications

• Native or equivalent Spanish
• English at CEFR B2 or above, assessed before offer
• Secondary education completed
• Availability for 24/7 rotating shifts including weekends and holidays
• Availability to work onsite in Punta Cana
• Valid Dominican ID or work permit

Preferred qualifications

• Hospitality, front desk, travel agency or reservations experience
• Knowledge of PMS or OTA systems (Opera, Cloudbeds, Booking.com, Expedia Partner Central)
• A third language: French, German, Russian or Italian
• English at C1, which opens progression to leadership roles

About Corpshore Dominicana

Corpshore Dominicana is the Dominican delivery arm of Corpshore Solutions Corporation, Toronto. We deliver BPO, IT and AI services from four Dominican cities, and we promote from within.

Apply for this role