Reservations & Concierge Agent (Guest Experience)

Guest Experience, Reservations & Concierge Agent

Employment Type: Part-Time

Work Arrangement: Remote

Location: Dominican Republic

Working Schedule: 25 hours per week

Reports To: General Manager

About Ocama Boutique Hotel

Ocama Boutique Hotel is a nature-driven, experience-focused boutique hotel located in Playa Colorada, Las Galeras, Samaná, Dominican Republic.

Surrounded by a remarkable natural landscape, Ocama offers private villas, personalized hospitality, curated experiences and a strong connection to the surrounding environment.

Our approach to hospitality goes beyond accommodation. We believe in creating thoughtful, seamless and personalized experiences that begin long before guests arrive and continue throughout their stay.

Position Overview

Ocama is seeking a highly organized, proactive and service-oriented Guest Experience, Reservations & Concierge Agent to manage guest communications, reservation processes and concierge coordination remotely.

This position combines three essential functions:

• Reservations management.
• Guest experience and pre-arrival coordination.
• Concierge services and experience planning.

The successful candidate will ensure that guest inquiries are handled professionally, reservations are accurately managed, and all arrangements are properly coordinated and documented.

This is not simply a customer service or reservations position. We are looking for someone who understands hospitality, anticipates guest needs, takes ownership of requests and ensures that every detail is followed through.

The ideal candidate is naturally attentive, resourceful, organized and comfortable managing multiple priorities independently.

Key Responsibilities

A. Guest Communication & Relationship Management

• Manage guest communications through WhatsApp, email and telephone.
• Respond to inquiries, reservation requests and guest questions promptly and professionally.
• Prepare and send quotations, booking proposals, confirmations and follow-up communications.
• Manage the guest communication journey from initial inquiry through arrival.
• Collect and organize guest information, including arrival times, dietary restrictions, preferences, special occasions and other relevant details.
• Maintain a personalized and consistent communication experience.
• Follow up on pending inquiries and potential reservations.
• Ensure guest requests are documented, assigned and properly addressed.
• Escalate complaints, special circumstances and sensitive matters to the General Manager.

B. Reservations Management – Cloudbeds

• Manage and update reservations in Cloudbeds.
• Ensure reservation dates, rates, guest details, occupancy and booking information are accurate.
• Monitor new reservations, modifications and cancellations.
• Coordinate direct bookings and OTA reservations.
• Maintain accurate guest profiles and reservation records.
• Monitor reservation discrepancies and communicate necessary corrections.
• Ensure relevant information is shared with the appropriate operational departments.
• Maintain consistency between booking information, guest communications and internal records.

Practical experience with Cloudbeds or another hotel property management system is strongly preferred. Cloudbeds proficiency will be assessed during recruitment.

C. Concierge & Guest Experience Coordination

This is a central responsibility of the position.

The agent will assist guests in planning and organizing their stay, providing personalized recommendations and coordinating services and experiences.

Responsibilities include:

• Coordinate airport transfers and private transportation.
• Assist with excursion and boat tour reservations.
• Coordinate spa treatments and appointment availability.
• Organize private dining, special dinners and celebrations.
• Provide information about local attractions, restaurants and experiences.
• Coordinate supermarket stops and other special requests.
• Assist guests with organizing their itineraries.
• Confirm availability, schedules and arrangements with internal departments and external providers.
• Follow up on all confirmed arrangements.
• Communicate changes and special requirements to the relevant team members.

The agent is responsible for coordination, documentation and confirmation. On-property execution remains with the corresponding operational departments.

D. Calendar & Operational Coordination

The position requires excellent organizational skills and the ability to manage multiple schedules.

Responsibilities include:

• Maintain and manage shared Google Calendars.
• Schedule spa appointments, transportation, excursions, private dining and other guest experiences.
• Record confirmed guest arrangements and relevant operational details.
• Coordinate schedules with concierge, housekeeping, kitchen, spa and other departments.
• Monitor availability and prevent scheduling conflicts.
• Establish reminders and follow-up notifications.
• Ensure changes are communicated promptly to everyone involved.
• Maintain an organized and updated calendar of upcoming guest activities.

Strong working knowledge of Google Calendar and Google Workspace is required.

E. Pre-Arrival Guest Experience

• Ensure all required pre-arrival communications are completed.
• Request and organize guest identification and relevant arrival information according to hotel procedures.
• Confirm transportation arrangements and estimated arrival times.
• Collect dietary requirements and special requests.
• Coordinate villa WhatsApp groups and relevant guest communication channels according to established procedures.
• Share relevant information about the property, amenities, transportation, dining and experiences.
• Ensure the operational team receives all necessary information before guest arrival.
• Identify opportunities to personalize the guest experience.

F. Revenue Generation & Upselling

• Maintain an excellent understanding of Ocama's services, experiences and pricing.
• Proactively introduce guests to additional services and curated experiences.
• Identify opportunities to enhance the guest experience through private dining, spa, transportation, excursions and special arrangements.
• Recommend services based on guest preferences and travel purpose.
• Follow up on proposed services and convert inquiries into confirmed bookings.
• Record additional services booked and associated revenue.
• Communicate confirmed purchases to the relevant departments.

The approach must be personalized and consultative, focusing on enhancing the guest experience rather than aggressive selling.

G. Internal Communication & Follow-Through

• Maintain clear and consistent communication with the General Manager and operational departments.
• Ensure confirmed guest requests are properly documented.
• Maintain a centralized pending requests and follow-up tracker.
• Communicate responsibilities to the appropriate departments.
• Monitor outstanding arrangements and follow up until completion.
• Escalate operational issues, complaints and unresolved matters.
• Ensure that no guest request is left unattended or without a clear follow-up.

Systems & Digital Tools

Platform/

Purpose

Cloudbeds

Reservations, guest profiles and booking management

Google Calendar

Scheduling and coordination of guest experiences

Google Sheets

Daily activity logs, follow-up tracking and reporting

Gmail

Guest and internal communications

Google Drive

Documentation, templates and operational information

WhatsApp Business

Guest communications and coordination

The candidate must be able to learn and consistently follow Ocama's established digital workflows and communication procedures.

Qualifications & ExperienceRequired Qualifications

• Previous experience in hospitality, hotel reservations, guest relations or concierge services.
• Excellent written and verbal proficiency in English and Spanish
• Strong organizational and administrative abilities.
• Practical knowledge of Excel, Google Workspace, particularly Google Calendar.
• Familiarity with hotel reservation systems, preferably Cloudbeds.
• Ability to manage multiple conversations and priorities simultaneously.
• Comfortable working independently in a remote environment.
• Strong attention to detail and follow-through.

Preferred Experience

• Previous experience in boutique hotels, luxury hospitality or personalized guest services.
• Direct experience in concierge coordination.
• Experience organizing transportation, excursions, spa appointments and dining arrangements.
• Knowledge of OTA platforms and direct booking processes.
• Experience with upselling and additional service sales.
• Familiarity with hospitality operations and interdepartmental coordination.

Personal Attributes

We are looking for someone who is:

• Naturally service-oriented and attentive.
• Proactive rather than reactive.
• Highly organized and detail-oriented.
• Resourceful and solution-focused.
• Professional, warm and articulate.
• Reliable and accountable.
• Capable of anticipating guest needs.
• Comfortable taking ownership of responsibilities.
• Able to prioritize and work without constant supervision.

Above all, the candidate must understand that exceptional hospitality is often defined by the details and by the ability to follow through on commitments.

Working Schedule & Availability

Work Arrangement: Remote, Part-Time

Regular Working Schedule:

Day

Working Hours

Monday

9:00 AM – 1:00 PM

Tuesday

9:00 AM – 1:00 PM

Wednesday

9:00 AM – 1:00 PM

Thursday

9:00 AM – 1:00 PM

Friday

9:00 AM – 1:00 PM

Saturday

9:00 AM – 2:00 PM

Sunday

Day off

Total

25 hours per week

All working hours are based on Dominican Republic local time.

The agent is expected to be actively available during scheduled working hours to manage guest communications, reservations and concierge coordination.

Flexibility may occasionally be required to accommodate time-sensitive guest arrangements, arrivals or operational needs, subject to applicable labor regulations and agreed arrangements.

All pending guest requests must be properly documented and coordinated to ensure continuity of service outside scheduled working hours.

The successful candidate will help us deliver that experience consistently.