Reservations & Booking Agent

Nemacolin Career•Farmington, PA

8d•Onsite

About The Position

The Reservations & Booking Agent helps guests and members plan their resort experience before arrival. Acting as a knowledgeable resort ambassador, the agent guides callers through accommodations, experiences, amenities, and programming, using attentive listening and a consultative sales approach to turn inquiries into personalized reservations. Guest and member interactions should reflect Nemacolin, Forbes Five-Star, and AAA Five-Diamond service standards. This is an on-site position at Nemacolin resort in Farmington, Pennsylvania. It is a performance-driven, commission-based opportunity with an hourly base rate of $11.75 and commissions based on individual performance. High-performing individuals may earn $40 or more per hour. The role operates in a high-energy reservations environment, with frequent guest and member contact by phone, email, web chat, and voicemail. Scheduling is flexible and includes evenings, weekends, and holidays. Nemacolin describes a culture focused on luxury hospitality, accountability, respect, innovation, collaboration, mentorship, and professional growth. The position includes paid training and continuous learning, with opportunities for leadership development and cross-functional experience.

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 interaction with guests, members, colleagues, and business contacts.
Ability to maintain composure during 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 preferred.
Hospitality industry familiarity is helpful.

Responsibilities

Create professional and engaging first impressions in interactions with guests and members.
Create accurate reservations reflecting 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 guest and member needs and enhance their stays.
Provide knowledgeable guidance about resort features, services, and hours of operation.
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.