YOUR OPPORTUNITY

This role puts you at the center of the Casa BACARDÍ guest experience. You’ll support reservations, customer service, events, sales and daily operations. It’s a dynamic opportunity to build skills in hospitality, logistics, and systems management, all while helping deliver exceptional experiences for guests from around the world.

ABOUT YOU

You are an organized, customer‑focused professional who thrives in dynamic environments. You communicate clearly, manage details with precision, and collaborate with teams to deliver smooth, seamless guest service. You’re comfortable working with booking systems, solving problems quickly, and maintaining accurate data. Proactive, collaborative, and service‑driven, you bring a strong commitment to efficiency and exceptional hospitality while keeping the consumer at the heart of everything.

Guest Service & Reservations

• Handle all incoming inquiries via email and phone, ensuring timely, accurate, and brand aligned communication.
• Process, standardize, confirm and update reservations for individual guests, private groups, and event planners in the booking system (Anchor).
• Maintain the Casa BACARDÍ master calendar including confirmed bookings, VIP visits, and operational closures.
• Proactively monitor weather and transportation updates (ferry, shuttle, flights) to anticipate and adjust for guest delays or cancellations.
• Collaborate with internal teams to support scheduling, capacity management, and overall experience logistics.
• Assist on-site and off-site teams to ensure seamless guest experience from booking to check in.
• Communicate proactively with the Managers on Duty regarding high-volume days, private groups, and operational changes.
• Participate in continuous improvement initiatives aimed at enhancing booking efficiency, accuracy, and guest satisfaction.

Event & B2B Services

• Manage group and event planner bookings, including quote generation, invoicing, and follow-up billing.
• Collaborate with the Business Development Manager to manage DMC, cruise lines and corporate bookings, ensuring accurate communication and data entry.
• Prepare and submit weekly/monthly reports on reservations, attendance, cancellations, and revenue performance.
• Contact suppliers/vendors regarding quotes, availability and requirements.
• Support event sales by preparing proposals and base quotes using approved templates.
• Support with Marketing initiatives that take place inside and outside our facilities.
• Update and maintenance of database and shared folder of events.

Systems & Administration

• Serve as booking/CRM platform superuser, creating, maintaining and updating all experiences, pricing, and configurations while troubleshooting user/system errors.
• Coordinate with IT and vendors to resolve technical issues such as API errors or kiosk malfunctions.
• Monitor and communicate with the ferry terminal kiosk to ensure full functionality and optimal guest experience.
• Maintain guest and financial data integrity in coordination with finance department.
• Perform any other tasks reasonably assigned by Casa BACARDÍ management to support overall business objectives and operational needs.

Compliance & Financial Support

• Investigate and resolve booking or payment disputes (including chargebacks) and provide accurate documentation to Finance.
• Uphold data privacy and payment security across all reservation activities.
• Ensure adherence to Casa BACARDÍ standards, operational procedures, and customer service expectations.
• Ensure compliance with all company policies, procedures, and standards, including Environmental, Health, Safety, Quality, and Security requirements.

SKILLS - THE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY

• Knowledge of MS Office / Teams 
• Time management, Problem solving, Analytical, Strategic and Planning skills
• Experience in Customer Service industry, Retail Industry, Spirit industry, or Hospitality
• High learning agility, adaptability, and track record of exceptional results
• Excellent communication and sales skills
• Excellent crisis management
• Strong sense of accountability
• Highly organized, motivated, detail oriented, a sense of urgency, and an ability to prioritize tasks
• Fluent in English and Spanish, other languages are a plus

At Bacardi we care deeply about finding brilliant talent who can bring the following personal attributes to help elevate our 3Fs: Fearless, Family, Founder culture to the next level.

• Belonging: You have a strong capacity to create a culture of ‘Belonging’, where people feel appreciated for who they are, what they do, and who they can become
• Self-Awareness: You have high levels of self-awareness, are reflective and know yourself well, understanding both your own strengths and weaknesses and your impact on others
• People Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performance
• Results Agility: You demonstrate consistent delivery of results in first-time situations by inspiring teams, exhibiting a presence that builds confidence in yourself and others.
• Mental Agility: You can think critically to penetrate complex problems and expand the possibilities by making fresh connections. You think strategically whilst being execution focused and bring creativity to the challenges you’re presented with
• Change Agility: You have a deep natural curiosity, desire to experiment and ability to effectively deal with the heat of change. You have a growth and learning mindset: ready to test, stumble, learn and apply from experience

Disclaimer: Bacardi seeks talent from all backgrounds to bring diversity of thought, agility and capability to our organization across the globe. We promote a working environment where all employees are treated and rewarded fairly. We do not tolerate any form of discrimination that adversely affects individuals or groups on the basis of national origin, race, color, religion, sex, gender, sexual orientation, marital status, disability, age, and any other legally protected aspect of a person's identity. 

U.S. applicants have rights under Federal Employment Laws