Reservations & Booking Agent
About The Position
The Reservations & Booking Agent helps guests and members plan their resort experience before arrival. As an ambassador for Nemacolin, the agent provides knowledgeable guidance about accommodations, experiences, amenities, services, and resort programming, and uses thoughtful conversation, attentive listening, and a consultative sales approach to turn inquiries into personalized reservations. The role is expected to reflect Nemacolin, Forbes Five-Star, and AAA Five-Diamond service standards. This is a performance-driven, commission-based opportunity with an hourly base rate of $11.75 plus commissions based on individual performance. High-performing individuals may have the potential to earn $40 or more per hour. The position is on-site at Nemacolin resort in Farmington, Pennsylvania, in a high-energy reservations environment. It involves frequent guest and member interaction by phone, email, and digital channels, and flexible scheduling that includes evenings, weekends, and holidays.
Requirements
- High school diploma or equivalent.
- Fluency in English.
- Basic mathematical ability.
- Warm, outgoing personality and a natural hospitality mindset.
- Excellent verbal communication skills and confidence engaging with guests and members.
- Strong organizational and multitasking ability.
- Professional interactions with guests, members, colleagues, and business contacts.
- Ability to remain composed in busy or high-pressure situations.
- Comfort navigating high-volume communication channels.
- Availability to work evenings, weekends, and holidays.
Nice To Haves
- Minimum two years of guest service experience is preferred.
- Familiarity with the hospitality industry is helpful.
Responsibilities
- Create professional and engaging first impressions in interactions with guests and members.
- Make accurate reservations that reflect guest and member preferences and travel plans.
- Provide personalized recommendations about resort amenities, experiences, and programming.
- Build guest and member relationships through attentive communication and follow-up.
- Demonstrate Nemacolin, Forbes Five-Star, and AAA Five-Diamond service standards.
- Use a consultative sales process to identify needs and enhance guests’ and members’ stays.
- Provide knowledgeable guidance about resort features, services, and operating hours.
- Handle incoming phone calls, emails, web chats, and voicemail inquiries efficiently.
- Make outbound follow-up calls to convert leads into confirmed reservations.
- Recommend nearby shopping, dining, and recreational destinations.
- Process gift card orders and provide related administrative support.
- Provide additional support for reservations operations as needed.
Benefits
- Paid training and continuous learning opportunities.
- Leadership development and accelerated leadership pathways.
- Mentorship, coaching, and cross-functional experience.
- Monthly recognition opportunities for associates, leaders, and teams.
- Competitive compensation and an attractive 401(k) program.
- Medical, dental, and vision coverage available.
- Paid time off.
- Educational and career advancement support.
- Savings across resort dining, retail, spa, and activities.
- Discounted associate meals, dry cleaning, and uniform services.
- Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
