Reservations Agent

Reservations AgentFor over 175 years, Chetola Resort has offered guests a timeless mountain escape in the heart of the Blue Ridge Mountains. Serving as the gateway to beautiful Blowing Rock, North Carolina, Chetola is a luxury haven where adventure meets tranquility—blending refined hospitality with immersive outdoor experiences, from Orvis®-endorsed fly fishing to award-winning dining, spa indulgence, and family-friendly recreation. Under new ownership, we are embracing an exciting new chapter rooted in thoughtful renewal, authentic elegance, and exceptional guest service. Blowing Rock boasts many of the most luxurious residences in all of the Carolinas, with an affluent clientele in a year-round destination.Chetola Resort is seeking a personable, detail-oriented, and service-driven Reservations Agent to join our Front Office & Guest Services team. This role serves as a key point of contact for guests before, during, and sometimes after their stay—supporting both reservations and in-house guest needs by phone and email.The Reservations Agent plays a critical role in shaping the guest experience from the very first interaction, while also supporting guests during their stay by answering calls, assisting with requests, and coordinating service across departments. This role requires strong computer skills and comfort working across multiple systems, including the property management system (PMS) and telephone/PBX systems, to ensure accuracy, efficiency, and a seamless guest experience.We are hiring for full-time positions (30+ hours per week). This position is scheduled to work Friday through Sunday and is ideal for someone who enjoys being part of the resort's busiest and most guest-facing days. Weekend availability is required, and holiday availability is preferred.What You'll DoReservations, Phones & Guest ExperienceAnswer incoming reservation and guest service calls promptly, professionally, and with a warm, welcoming tone using the resort's PBX/telephone systemAssist guests with booking, modifying, and canceling reservations while ensuring accuracy and attention to detail in the property management system (PMS)Serve as a resource for in-house guests by phone, helping with questions, requests, directions, and service coordinationActively listen to guest needs and recommend appropriate room types, packages, dining, and resort experiencesApply Forbes-style service standards by personalizing interactions, anticipating guest needs, and creating confidence in every interactionClearly communicate rates, policies, packages, and resort amenitiesUpsell room categories, experiences, and packages when appropriate to maximize revenue and guest satisfactionConfirm, update, and document all reservations and guest requests accurately across systemsCreate a seamless experience between pre-arrival planning and in-stay serviceAdministrative & Coordination ResponsibilitiesMaintain accurate records of availability, rates, special requests, and guest preferences within the PMSCoordinate closely with Front Desk, Housekeeping, Maintenance, Activities, and Food & Beverage to ensure guest needs are metProcess payments, deposits, and reservation guarantees according to policyMonitor group blocks, special promotions, and packages as assignedAssist with reporting, daily pickup, and occupancy tracking as neededSupport front office operations during high-volume periods or peak arrival/departure times when requiredRequirementsAttention To Detail In ActionReservation accuracy: Guest names, dates, room types, rates, and special requests entered correctly every timePreference tracking: Notes on guest preferences, celebrations, accessibility needs, and special occasions documented and communicatedRate integrity: Correct packages, promotions, and discounts applied consistently and in accordance with resort guidelinesArrival readiness: Special requests, room notes, and VIP details communicated to Front Desk and Operations prior to arrivalCall handling precision: Messages, requests, and follow-ups recorded clearly and routed to the right team without delaySystem accuracy: PMS and PBX entries kept clean, current, and error-free to support smooth operations across departmentsAbout YouYou genuinely enjoy helping guests plan trips and supporting them during their stayYou take pride in being a calm, confident, and helpful voice on the phoneYou are organized, detail-oriented, and strong at follow-throughYou communicate clearly, warmly, and professionallyYou are comfortable handling multiple calls and requests while maintaining composure and service qualityYou are motivated by delivering thoughtful, anticipatory service and creating memorable guest experiencesRequirementsAvailability to work Friday through Sunday is requiredPrior experience in hospitality, reservations, guest services, or customer service preferred, but not requiredStrong computer skills and ability to learn and use multiple systems, including a hotel property management system (PMS) and PBX/telephone systemStrong verbal communication skills and professional phone presenceBasic math skills and high attention to detailAbility to multitask, stay organized, and remain calm in a fast-paced environmentAbility to sit or stand for extended periods and occasionally lift up to 25 lbsOn-site role; reliable transportation requiredWhy ChetolaOne of the largest private employers in the county with a dynamic work environment and strong potential for career growthJoin a dedicated and growing team shaping the next era of a beloved luxury mountain resortContribute meaningfully to a culture rooted in connection, craftsmanship, and careCompetitive hourly payComprehensive benefits offered to full-time eligible employees, including health, dental, vision, PTO, and on-property perksChetola Resort is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law. Chetola Mountain Resort