Guest Inquiry Management

• Answer guest inquiries via phone, email, and online platforms in a professional, timely, and friendly manner.
• Provide detailed information about availability, experiences included with reservations, guided adventures, our conservation focus, available guest services, and more.
• Input all inquiries into Trinchera’s Customer Relationship Management (CRM) system and customize interactions with interested guests by noting their preferences, anticipating needs, and ensuring they feel valued from the first contact.
• Manage lead pipeline, to include organizing and tracking all guest inquiries, monitoring follow‑up needs, and ensuring each potential booking moves smoothly from initial contact to confirmation.

Reservations

• Accurately process and confirm reservations through the hotel’s property management system (PMS).
• Ensure all reservation details (e.g., dates, rooms, guest preferences) are recorded precisely to ensure a smooth guest experience upon arrival.
• Handle any changes or cancellations to reservations, while maintaining a positive guest experience. Know when to escalate complex issues to the Director of Sales or General Manager.

Internal Collaboration

• Work closely with the Hospitality team to ensure smooth transitions from booking to pre-arrival process.
• Collaborate with the Marketing team to develop promotional materials, email campaigns, and targeted offers to drive sales and awareness.
• Assist the Director of Sales and Director of Hospitality as necessary with sales-related reports and requests.

CRM and Database Management

• Maintain accurate and up-to-date guest profiles in the CRM system.

Reporting

• Run reservation reports, track availability, and provide updates on inventory.
• Collaborate with Guest Experience Manager to customize guest itineraries.
• Assist with other duties as assigned.

Knowledge, Skills, and Abilities

• Understanding of conservation principles and an appreciation for the outdoors.
• Awareness of high-end guest service expectations and hospitality standards.
• Strong verbal and written communication skills, with a clear and professional telephone manner.
• Excellent organizational skills with the ability to multitask and manage a high volume of guest inquiries.
• Consistent and timely follow-up with guests and internal teams.
• Technical proficiency in customer databases, CRM platforms, and reservation systems (e.g., Opera, Salesforce).
• Proficiency in Microsoft Excel, including advanced functions and reporting.
• Ability to demonstrate professionalism, warmth, and a guest‑focused mindset in all interactions.
• Ability to remain calm and composed under pressure while maintaining service quality.
• Ability to adapt to shifting priorities in a fast-paced environment.
• Ability to work independently as well as collaboratively within a team.
• Ability to embrace an entrepreneurial mindset, accept coaching, and pursue ongoing professional growth.

Education

• High school diploma required.
• Bachelor’s degree preferred.

Experience

• 1–3 years in a customer-facing role, ideally in hospitality, luxury service, or guest experience.
• Demonstrated experience using reservation systems and CRM tools (e.g., Opera, Salesforce).

All offers of employment are contingent upon the successful completion of a reference check, employment and education verification, and a criminal conviction record check.

This is a full-time position, paid salary. We offer competitive compensation and excellent benefits including health, dental, vision insurance, 401(k), employee assistance program, life insurance, paid time off, and more.

The application deadline for this position is March 6, 2026.