Reservations & Concierge Agent (Guest Experience)

About the role

Ocama Boutique Hotel, a nature-driven boutique hotel in Playa Colorada, Las Galeras, Samaná, Dominican Republic, is hiring a Guest Experience, Reservations & Concierge Agent. The position is remote, part-time (25 hours per week, Monday to Saturday mornings) and reports to the General Manager. It combines reservations management, guest experience and pre-arrival coordination, and concierge services and experience planning.

Key responsibilities

• Handle guest communications by WhatsApp, email and telephone, prepare quotations, confirmations and follow-ups, and escalate complaints to the General Manager.
• Manage reservations in Cloudbeds, monitor bookings, cancellations and discrepancies, and keep guest profiles accurate.
• Coordinate airport transfers, excursions, spa appointments, private dining and itineraries, and confirm arrangements with internal and external parties.
• Maintain shared Google Calendars, schedule guest experiences and avoid scheduling conflicts.
• Complete pre-arrival communications, collect dietary requirements and coordinate villa WhatsApp groups.
• Upsell services such as spa, transportation and excursions in a personalized way and record additional revenue.
• Keep a centralized pending requests tracker and follow up until each request is resolved.

Required profile

• Previous experience in hospitality, hotel reservations, guest relations or concierge services.
• Excellent written and spoken English and Spanish.
• Ability to work independently in a remote setting and manage several priorities at once.
• Preferred: boutique or luxury hotel experience, concierge coordination, knowledge of OTA platforms and upselling.

Required skills

• Practical knowledge of Cloudbeds (proficiency assessed during recruitment).
• Google Calendar, Google Sheets, Gmail and Google Drive.
• Excel and Google Workspace.