Reservations & Booking Agent

Job Title

Reservations Agent

Job Description

Compensation & Work Location: This is a performance-driven, commission-based opportunity with an hourly base rate of $11.75 per hour, plus the opportunity to earn commission based on individual performance. High-performing individuals have the potential to earn $40+ per hour, making this an attractive opportunity for a career-minded professional who is motivated by results and eager to maximize their earning potential. This is a non-remote position, with all responsibilities performed on-site at Nemacolin resort in Farmington, Pennsylvania.

Position Summary: You help guests and members begin their experience before they ever arrive. As a Reservations Agent, you serve as a knowledgeable ambassador for the resort, guiding guests and members through accommodations, experiences, and amenities while curating memorable stays. Through thoughtful conversation, attentive listening, and a consultative sales approach, you transform inquiries into personalized reservations. Your expertise ensures each guest and member interaction reflects Nemacolin, Forbes Five-Star, and AAA Five-Diamond service standards while helping guests and members discover the full range of experiences available during their getaway to the resort.

What You Will Create

• Exceptional first impressions through professional and engaging guest and member interactions
• Accurate reservations that reflect guest and member preferences and travel plans
• Personalized recommendations highlighting resort amenities, experiences, and programming
• Strong guest and member relationships through attentive communication and follow-up
• Consistent demonstration of Nemacolin, Forbes Five-Star, and AAA Five-Diamond service standards
• A consultative sales process that identifies guest and member needs and enhances their stay
• Knowledgeable guidance regarding resort features, services, and hours of operation
• Efficient handling of incoming phone calls, emails, web chats, and voicemail inquiries
• Outbound follow-up calls converting leads into confirmed reservations
• Helpful recommendations about nearby shopping, dining, and recreational destinations
• Gift card order processing and related administrative support
• Additional support for reservations operations as needed

What You Can Expect

• A high-energy reservations environment supporting a luxury hospitality operation
• Consistent guest and member interaction through phone, email, and digital channels
• Opportunities to strengthen sales and hospitality expertise
• A collaborative team environment focused on exceptional service
• Flexible scheduling including evenings, weekends, and holidays

What You Bring

• A warm, outgoing personality and 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

Qualifications

• High school diploma or equivalent
• Minimum two years of guest service experience preferred
• Fluency in English
• Basic mathematical ability
• Hospitality industry familiarity is helpful
• Availability for evenings, weekends, and holidays

Additional Information

This job description is not intended to be a comprehensive list of all duties, responsibilities, or activities. Responsibilities may change or be assigned as needed to support operational and guest service standards.

Craft a Career Defined by Excellence, Growth, and Experience

Set within Pennsylvania's Laurel Highlands, Nemacolin brings together luxury-level service, refined hospitality, and a culture where meaningful careers take shape through experience, mentorship, and opportunity. Each role contributes to extraordinary guest and member moments while building a professional journey grounded in craftsmanship, collaboration, and pride.

A dynamic rooted in accountability, respect, and innovation encourages professionals to contribute ideas, elevate standards, mentor others, and grow with intention.

Professional Development & Recognition

• 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

Benefits Designed for Well-Being and Lifestyle

• Competitive compensation and 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

A career at Nemacolin weaves together professional and personalized development, meaningful relationships, and the opportunity to help shape unforgettable experiences for guests, members, and colleagues alike.

Bring your passion. Grow your career. Create Real Life Magic.

About Nemacolin

A private, family-owned, and woman-owned luxury resort unlike anything else in the hospitality industry, Nemacolin spans more than 2,200 breathtaking acres in Pennsylvania's Laurel Highlands. Recognized by Forbes Travel Guide, AAA, and Preferred Hotels & Resorts, this four-season destination blends refined hospitality with creativity, craftsmanship, and a spirit of adventure that defines every guest and member experience.

Distinctive accommodations, immersive experiences, and a culture grounded in artistry and service excellence come together to create a setting where guests, members, and associates find inspiration. Across the resort, Real Life Magic is brought to life through meaningful moments, genuine connection, and a shared commitment to delivering something truly exceptional.

Visit Nemacolin.com to step inside the story, explore the experiences, and discover what draws people to Nemacolin. Then, imagine how your talents, perspective, and ambition could shape what comes next.

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Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.