Reservations Specialist - Embera Collection

Reservations Specialist

Department: Sales
Type: Freelance – Full Time (48 hours per week)

About The Embera Collection

The Embera Collection is a hospitality group of eco-friendly luxury boutique hotels, eco-lodges, and resorts across Panama and Latin America. Each property is committed to preserving the surrounding ecosystem and creating a positive environmental and social impact.

Sustainability at Embera goes beyond small gestures — it is about actively protecting nature and supporting the communities around each property. We dedicate 1% of all sales to reforestation and conservation projects and prioritize hiring local talent, offering competitive benefits and opportunities for career growth.

Learn more at: www.emberacollection.com

Position Summary

At The Embera Collection, we believe everyone plays a key role in delivering exceptional guest satisfaction.

As a Reservations Specialist, you will be responsible for managing guest inquiries, handling bookings, and ensuring a seamless guest journey from the initial contact through the entire stay. You will work closely with the sales, marketing, and operations teams while maintaining constant communication with guests and service providers.

This role requires strong customer service skills, sales orientation, and the ability to build lasting guest relationships that strengthen brand loyalty.

Key Responsibilities

• Manage reservations for short- and long-term stays.
• Guide guests through the full booking process and provide personalized assistance.
• Accompany and support guests throughout their stay, handling all guest service–related matters.
• Respond to inquiries via phone, email, social media, and chat platforms in a timely and professional manner.
• Identify guest needs and proactively enhance their experience.
• Track and analyze guest interactions across online and offline channels.
• Collaborate with sales and marketing to improve service standards and brand positioning.
• Identify sales opportunities and encourage repeat business.
• Analyze guest feedback and prepare performance reports.
• Maintain strong relationships with guests and partners.

Requirements

• 1–2 years of experience in hospitality or a related field.
• Experience using PMS systems and online booking platforms (experience with multiple systems is a plus).
• Solid understanding of online customer engagement channels.
• Proficiency in Google Workspace (GSuite), social media platforms, and Basecamp.
• Strong organizational and time management skills.
• Excellent communication, collaboration, and problem-solving abilities.
• Experience in social media management is a plus.
• Strong English writing skills (highly valued).
• Interest in developing a career in sales and/or revenue management.

Who We’re Looking For

We’re looking for personality, passion, and drive — not just a resume. If you’re proactive, guest-oriented, and excited about hospitality and sustainability, we would love to hear from you.

Show us what you’ve got!