Reservations & Booking Agent

Accountabilities:

• • Manage incoming reservations inquiries through phone, email, web chat, and voicemail, providing accurate, professional, and engaging assistance.
  • Guide guests and members through accommodations, resort amenities, experiences, programming, operating hours, and available services.
  • Use a consultative sales approach to understand guest needs, recommend suitable options, and maximize reservation opportunities.
  • Create accurate reservations that reflect guest preferences, travel plans, and requested experiences.
  • Conduct outbound follow-up calls to convert leads and inquiries into confirmed reservations.
  • Build positive guest and member relationships through attentive communication, personalized recommendations, and timely follow-up.
  • Maintain service standards consistent with a luxury hospitality environment, ensuring every interaction creates a strong first impression.
  • Recommend nearby dining, shopping, recreational activities, and other destinations that can enhance the overall guest experience.
  • Process gift card orders and provide additional administrative and operational support as required.
  • Manage multiple communication channels and priorities efficiently while maintaining accuracy and professionalism during high-volume periods.
  • Collaborate with colleagues and other operational teams to resolve questions, support reservations activity, and maintain a seamless guest experience.

  Requirements

  • High school diploma or equivalent required.
  • At least two years of guest service experience preferred, ideally within hospitality, reservations, tourism, retail, or a related customer-facing environment.
  • Warm, outgoing personality with a genuine hospitality mindset and a strong commitment to creating positive guest experiences.
  • Excellent verbal communication skills and confidence interacting professionally with guests, members, colleagues, and business contacts.
  • Strong listening, organization, multitasking, and follow-through skills, with the ability to manage several conversations and priorities effectively.
  • Comfortable working in a high-volume environment while maintaining composure, accuracy, and attention to detail.
  • Strong sales orientation and the ability to identify customer needs and make relevant recommendations.
  • Fluent English communication skills and basic mathematical ability.
  • Familiarity with hospitality operations, reservations, or luxury guest service is an advantage.
  • Ability to work on-site in Farmington, Pennsylvania, with availability for evenings, weekends, and holidays.
  • Professional, positive, and collaborative approach with the ability to contribute effectively within a team.

  Benefits

  • Hourly base pay of $11.75 per hour, plus performance-based commission.
  • High-performing individuals have the potential to earn $40+ per hour.
  • Paid training and continuous learning opportunities.
  • Leadership development and accelerated leadership pathways.
  • Mentorship, coaching, and opportunities for cross-functional experience.
  • Monthly recognition programs for associates, leaders, and teams.
  • Competitive compensation and a 401(k) program.
  • Medical, dental, and vision coverage available.
  • Paid time off.
  • Educational and career advancement support.
  • Savings on resort dining, retail, spa services, and activities.
  • Discounted associate meals, dry cleaning, and uniform services.
  • Access to associate-focused amenities and community spaces.
  • A collaborative, high-energy luxury hospitality environment with opportunities for professional growth.
  • Flexible scheduling opportunities, including shifts covering evenings, weekends, and holidays.