Company Description Villa Group Resorts & Spas is a collection of eight luxury, all-inclusive resorts located in Puerto Vallarta, Riviera Nayarit, Cancun, Cabo San Lucas, and the Islands of Loreto in Mexico. Each property offers a distinct personality and experiences designed for a wide range of travelers.

The Villa

Group brand includes Villa del Palmar, Villa del Arco, and Villa La Estancia, known for high-quality service and amenities. The company focuses on creating rich, memorable experiences for guests that last a lifetime. Team members join a hospitality environment that values service excellence and guest satisfaction.

Role Description This full-time, on-site Call Center Reservations Agent role is based in Puerto Vallarta, JAL. The agent will handle incoming calls, respond to inquiries about resort offerings, and assist guests in making, modifying, and canceling reservations across Villa Group properties. Day-to-day tasks include providing accurate information about room types, rates, packages, and promotions; confirming reservation details in the system; and ensuring smooth communication between guests and resort teams.

The role also involves documenting guest preferences, resolving basic concerns, and escalating complex issues when necessary, while consistently delivering courteous, professional service.



The agent will work within established procedures and performance goals to support occupancy targets and overall guest satisfaction.

Qualifications

- Strong customer service skills, with experience handling guest inquiries, reservations, and follow-up support.
- Professional phone etiquette and communication skills, including clear speaking, active listening, and courteous interaction.
- Ability to perform receptionist-style duties such as call routing, message taking, and maintaining accurate records.
- Familiarity with reservations systems or booking platforms, and basic computer proficiency (email, CRM, office software).
- Attention to detail, reliability, and strong organizational skills to manage multiple calls and reservation tasks.
- Ability to work on-site in Puerto Vallarta, JAL, with a versátil schedule that may include evenings, weekends, and holidays.
- Prior experience in hospitality, call centers, or front desk operations is preferred but not required.
- High school diploma or equivalent; additional training in hospitality or tourism is an advantage.
- Comfort working in a team-oriented environment and following established procedures and performance standards.

📌 Call Center Reservations Agent (Puerto Vallarta)
🏢 Villa Group Resorts u0026 Spas
📍 Puerto Vallarta