Guest Support & Reservations Agent — Level I & Level II

Department: Reservations & Guest Experience

Employment Type: Full-Time

Location: Remote / Hybrid, depending on the role and experience

Livily is hiring Guest Support & Reservations Agents to support travelers, corporate clients, and property partners throughout the booking and guest experience—from initial inquiries and reservations to in-stay support and issue resolution.

We’re looking for hospitality professionals who communicate clearly, pay attention to details, and take ownership of guest requests. We are hiring at two levels, with placement based on relevant experience, system proficiency, and demonstrated ability to handle complex situations.

REQUIRED FOR BOTH LEVELS

• Bachelor’s degree in Hospitality Management or a closely related field.

• Strong spoken and written English.

• A professional, empathetic approach to guest service.

• Accurate documentation, strong organizational skills, and consistent follow-through.

• Confidence managing multiple conversations and priorities in a fast-paced environment.

LEVEL I — GUEST SUPPORT & RESERVATIONS AGENT

You will handle day-to-day guest inquiries and reservation requests, following established procedures and escalating issues when needed.

Responsibilities

• Respond to guest inquiries by phone, email , and chat.

• Assist with new reservations, booking modifications, cancellations, and general questions.

• Explain property amenities, booking policies, check-in instructions, and stay details accurately.

• Support guests before arrival, during their stay, and after departure.

• Maintain accurate reservation records and document interactions in the appropriate systems.

• Coordinate routine requests with property and operations teams.

• Escalate complex or urgent issues with clear notes and relevant context.

• Follow up on open requests and keep guests informed until resolution.

Qualifications

• 2–4 years of experience in hospitality, reservations, hotel operations, or customer support.

• Strong customer service skills and attention to detail.

• Ability to follow procedures while recognizing when an issue requires escalation.

• Familiarity with reservation systems, property management systems (PMS), or CRM platforms is a plus.

LEVEL II — SENIOR GUEST SUPPORT & RESERVATIONS AGENT

You will handle complex bookings and escalations, coordinate resolutions across teams, and help strengthen the quality of guest support.

Responsibilities

• Perform core guest support and reservation duties while taking ownership of more complex cases.

• Manage corporate bookings, multi-property stays, and complicated reservation changes.

• Resolve escalated guest and property-partner concerns with professionalism and urgency.

• Investigate booking discrepancies and coordinate solutions with operations, revenue, and partnership teams.

• Apply company policies consistently and exercise sound judgment within established authority.

• Keep guests and partners informed throughout the resolution process.

• Serve as a resource for Level I agents on systems, policies, and workflows.

• Support training, mentoring, and improvements to internal documentation.

• Identify recurring issues and recommend practical process improvements.

Qualifications

• 3+ years of relevant experience in reservations, hotel operations, or advanced customer support.

• Demonstrated experience independently resolving escalations and complex booking issues.

• Strong problem-solving, conflict-resolution, and prioritization skills.

• Experience with PMS platforms, channel managers, online travel agencies (OTAs), or corporate travel platforms preferred.

• Ability to coordinate across teams and take responsibility for cases through resolution.

WHAT WE OFFER

• Competitive compensation based on role level and experience.

• Growth opportunities within a growing hospitality platform.

• A collaborative team focused on service quality and operational performance.

• Exposure to corporate travel, short-term rentals, and multi-channel booking operations.

HOW TO APPLY

Please submit your resume and include:

1. The level you are applying for: Level I or Level II.

2. How many years of customer support experience do you have? How many of those years were in hospitality, guest support, or reservations?

3. Your degree and relevant qualifications.

4. The reservation, PMS, CRM, OTA, or ticketing platforms you have used.

5. A brief example of a challenging guest issue you resolved, including your actions and the outcome.

6. Your availability and preferred working arrangement.

For Level II, please also describe your experience handling escalations, complex reservations, or mentoring other agents.