Reservations Agent

Virgin Hotels Central Services LLC • Nashville, TN

8h

About The Position

The Rooms Controller is the operational and experiential anchor of the hotel’s inventory and arrivals strategy. This role is responsible for managing room inventory across all channels, overseeing the arrival queue, supporting luxury and preferred programs, and maintaining constant situational awareness of the operation.

This position is highly visible, requiring strong desk presence during peak arrival hours (11:00 AM–4:00 PM) to actively support the Front Desk team, make real-time decisions, and ensure elevated service delivery for all guest types.

Requirements

• 1-2 years of hotel front office, rooms, or reservations experience (lifestyle or luxury preferred)
• Strong working knowledge of HMS or similar PMS systems
• Experience managing OTA platforms and third-party reservations
• Excellent organizational skills with strong attention to detail
• Ability to prioritize, multitask, and make confident decisions in real time
• A genuine passion for hospitality and elevated guest experiences

Responsibilities

• Serve as the hotel’s inventory champion, ensuring accuracy and strategic use of rooms across all channels
• Balance the house daily, protecting room type integrity while maximizing guest satisfaction
• Actively manage the arrival queue, prioritizing: VIPs and owners Luxury and preferred program guests Groups and special requests
• Maintain strong awareness of room readiness and operational flow, staying present and engaged in the operation
• Maintain consistent desk presence between 11:00 AM–4:00 PM, supporting peak arrival activity
• Partner with Front Desk leadership to: Resolve room and arrival challenges in real time Make strategic upgrade and room move decisions Support guest recovery and service excellence
• Be a visible leader and resource for the team during high-impact moments
• Manage reservations and inventory through HMS (Hotel Management System)
• Monitor and manage: Info.Nashville inbox Stay.Nashville inbox
• Oversee OTA platforms including: Expedia Booking.com Additional third-party channels
• Complete end-of-month reconciliation for: Third-party reservations Cancellations and no-shows OTA production and discrepancies
• Book and manage luxury travel reservations including: Preferred Hotels & Resorts FROSCH Chase Luxury Travel Other luxury consortia
• Ensure luxury program benefits are: Properly applied in HMS Communicated to all operational teams Reflected in guest profiles and stay notes
• Prepare, distribute, and track luxury program welcome letters
• Process and manage Oaky upgrades with intention and brand alignment
• Deliver extremely polished, professional, and brand-appropriate communication across all guest segments: Transient and leisure guests Group guests VIPs and owners Send Pre-arrival communication to Know members.
• Support Know Agent pre-arrival communicationby: Reviewing guest preferences and profiles Coordinating amenities and special touches Ensuring thoughtful execution and follow-through
• Support credit card authorization processing through Sertifi
• Ensure compliance and accuracy with reservation details and payment methods
• Partner with leadership on reporting, audits, and operational insights as needed
• Lead with Virgin values: heartfelt service, respect, accountability, curiosity, and confidence
• Be proactive, solutions-focused, and calm under pressure
• Stay connected to the operation—this is not a back-office role
• Communicate clearly, professionally, and with intention
• Protect guest trust, privacy, and brand standards at all times

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed