Reservations Agent

Job Description

Job Description

Description:

ABOUT CHETOLA RESORT

For 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.

THE ROLE

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 DO

Reservations, Phones & Guest Experience

• Answer incoming reservation and guest service calls promptly, professionally, and with a warm, welcoming tone using the resort’s PBX/telephone system
• Assist 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 coordination
• Actively listen to guest needs and recommend appropriate room types, packages, dining, and resort experiences
• Apply Forbes-style service standards by personalizing interactions, anticipating guest needs, and creating confidence in every interaction
• Clearly communicate rates, policies, packages, and resort amenities
• Upsell room categories, experiences, and packages when appropriate to maximize revenue and guest satisfaction
• Confirm, update, and document all reservations and guest requests accurately across systems
• Create a seamless experience between pre-arrival planning and in-stay service

Administrative & Coordination Responsibilities

• Maintain accurate records of availability, rates, special requests, and guest preferences within the PMS
• Coordinate closely with Front Desk, Housekeeping, Maintenance, Activities, and Food & Beverage to ensure guest needs are met
• Process payments, deposits, and reservation guarantees according to policy
• Monitor group blocks, special promotions, and packages as assigned
• Assist with reporting, daily pickup, and occupancy tracking as needed
• Support front office operations during high-volume periods or peak arrival/departure times when required

ATTENTION TO DETAIL IN ACTION

At Chetola, exceptional stays begin long before a guest arrives. As a Reservations Agent, your attention to detail ensures every stay is set up for success:

• Reservation accuracy: Guest names, dates, room types, rates, and special requests entered correctly every time
• Preference tracking: Notes on guest preferences, celebrations, accessibility needs, and special occasions documented and communicated
• Rate integrity: Correct packages, promotions, and discounts applied consistently and in accordance with resort guidelines
• Arrival readiness: Special requests, room notes, and VIP details communicated to Front Desk and Operations prior to arrival
• Call handling precision: Messages, requests, and follow-ups recorded clearly and routed to the right team without delay
• System accuracy: PMS and PBX entries kept clean, current, and error-free to support smooth operations across departments

ABOUT YOU

• You genuinely enjoy helping guests plan trips and supporting them during their stay
• You take pride in being a calm, confident, and helpful voice on the phone
• You are organized, detail-oriented, and strong at follow-through
• You communicate clearly, warmly, and professionally
• You are comfortable handling multiple calls and requests while maintaining composure and service quality
• You are motivated by delivering thoughtful, anticipatory service and creating memorable guest experiences

REQUIREMENTS

• Availability to work Friday through Sunday is required
• Prior experience in hospitality, reservations, guest services, or customer service preferred, but not required
• Strong computer skills and ability to learn and use multiple systems, including a hotel property management system (PMS) and PBX/telephone system
• Strong verbal communication skills and professional phone presence
• Basic math skills and high attention to detail
• Ability to multitask, stay organized, and remain calm in a fast-paced environment
• Ability to sit or stand for extended periods and occasionally lift up to 25 lbs
• On-site role; reliable transportation required

WHY CHETOLA

• One of the largest private employers in the county with a dynamic work environment and strong potential for career growth
• Join a dedicated and growing team shaping the next era of a beloved luxury mountain resort
• Contribute meaningfully to a culture rooted in connection, craftsmanship, and care
• Competitive hourly pay
• Comprehensive benefits offered to full-time eligible employees, including health, dental, vision, PTO, and on-property perks