Bilingual Reservation Sales Associate

Position Summary:  

As a Bilingual Reservation Sales Associate, you will serve as a brand ambassador and trusted guest resource, delivering exceptional service experiences through every interaction. This role is responsible for handling reservation inquiries, in English & Spanish, with professionalism, warmth, efficiency, and attention to detail while maximizing revenue opportunities through consultative sales techniques and personalized guest engagement.

The ideal candidate is passionate about luxury hospitality, thrives in a fast-paced environment, and is committed to creating memorable guest experiences that reflect the highest standards of service excellence.

Essential Job Functions/Qualifications:

• Deliver an elevated luxury service experience that reflects the culture and standards of Omni Hotels & Resorts
• Build meaningful guest relationships by actively listening, anticipating needs, and providing personalized reservation experiences
• Process inbound reservation inquiries accurately and efficiently while utilizing strategic sales techniques to maximize revenue opportunities
• Assist guests with reservation modifications, cancellations, upgrades, and special requests
• Promote and enroll guests into the Select Guest loyalty program in accordance with brand standards and call flow procedures
• Respond to all guest inquiries professionally, courteously, and with a solutions-oriented approach
• Maintain a positive, polished, and collaborative attitude toward guests, colleagues, and leadership
• Operate telephone and reservation systems with accuracy and efficiency
• Demonstrate thorough knowledge of current company policies, procedures, hotels, packages, and promotional offerings
• Maintain comprehensive knowledge of luxury hospitality sales techniques, reservation procedures, and guest service best practices
• Perform additional duties and responsibilities as assigned to support operational and business needs

Knowledge/Skills/Abilities:

• Passion for luxury hospitality, hotels, and guest experience excellence
• Previous hotel, resort, hospitality, or luxury call center experience preferred
• Strong sales aptitude with the ability to confidently recommend upgrades, packages, and tailored guest experiences
• Exceptional verbal and written communication skills with a polished and professional demeanor
• Ability to maintain strict confidentiality and exercise sound judgment in sensitive situations
• Highly organized with strong multitasking, time management, and attention-to-detail skills
• Ability to manage a high volume of guest inquiries with professionalism, efficiency, and a commitment to delivering exceptional luxury service experiences
• Receptive to coaching and committed to continuous improvement and professional growth
• Expected to uphold performance benchmarks while delivering exceptional guest service
• Consistent and reliable attendance required
• Motivation to grow within the organization and pursue long-term career development opportunities

Minimum Qualifications: 

• Fluent in English and Spanish languages - Reading, Writing and Speaking
• High School Diploma or GED required 

• 3-years previous hotel or call center experience preferred

• Computer proficiency to include Microsoft Office and Windows  

Why Join Omni Hotels & Resorts?

At Omni Hotels & Resorts, we are committed to delivering unforgettable luxury experiences through personalized service and genuine hospitality. As a Reservation Sales Associate, you will play an essential role in shaping each guest’s journey from the very first interaction while building a rewarding career within a world-class hospitality organization.

Equipment -Associates participating in the Work at Home program will be responsible for providing the following equipment:

Required PC/Laptop Hardware and OS (Apple not supported): (May be subject to change at a later date)

• • • 64-bit Windows 11 or newer version
    • Processor – I5 or AMD Ryzen 5 or better
    • 8GB Ram
    • 100GB Hard Drive free disk
    • Windows Updates are showing up to date.
    • 1 NIC (Ethernet port)
    • USB Connection (at least 3 ports)
    • Licensed and up to date anti-virus full scan completed (including date, time, files scanned, & no threats)
      • Suggested System – Windows Defender
      • McAfee and AVG anti-virus systems are not supported.
    • Power Surge Protector
    • Logitech USB Headset Mono/Stereo H650e or H570e

Other Items Required:

• • • Full screenshot ofwww.speedtest.net of completed speed test.
    • Copy of Internet Service Provider bill documenting internet speed with 25mb download and 10mb upload.
    • Photos of workstation showing proximity to internet connectivity (must be in the same room), wired keyboard, and wired mouse.
    • Smartphone with application download capability (Please download Okta Verify and Microsoft Authenticator)

Other Items Suggested:

• • • Additional Monitors Highly Suggested for ease of process
    • Ergonomically approved desk chair and desk work surface
    • Smoke Detector
    • Fire extinguisher 2.5lbs or more
    • First Aid Kit
    • Copy of Declarations page of Homeowner’s/Renter’s Insurance

Important Notes:

• • • Please provide pictures of the above requirements.
    • A Wireless Connection isNOT allowed for our Work at Home Associates
    • A Wireless mouse or keyboard isNOT allowed.
    • No one else can be on / using your internet during your scheduled shift.
    • No devices can be connected to your internet during your scheduled shift.
    • Satellite internet is not permitted.
    • Microsoft Teams must be downloaded on personal desktop for technical assistance.

Omni may modify its provision of equipment resources upon notice to the Associate.