Reservations & Booking Agent ($15- $25/hr in total compensation with the incentive plan)

POSITION SUMMARY:

The individual in this position answers guest inquiries regarding various resort amenities, maintains knowledge of resort offerings and hours of operation, coordinates guest activities with other departments to ensure an optimal experience, and may be provided additional responsibilities to help future support the team and grow transferable skills!

Reservations Agents can earn $15- $25/hr in total compensation with the incentive plan!

This is a non-remote position and is conducted onsite at Nemacolin.

ESSENTIAL FUNCTIONS:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

Delivers internal and external guest service the Nemacolin way. Goes above and beyond – whether for an associate or guest.
Responsible for actively building and retaining guest relations and acts as a mentor to other employees and coworkers to provide superior guest service.
Maintaining current knowledge of all resort offerings and hours of operation.
Providing information about local features, such as shopping, dining, nightlife, or recreational destinations.
Answer incoming phone calls, emails, and web chats to assist guests with any inquiries regarding resort offerings.
Follow up on voicemails and leads by making outbound phone calls.
Engage in a sales process to help uncover guests’ needs and sell the resort and resort experiences.
Demonstrate Five-Star and Five-Diamond Service Standards.
Make accurate reservations to help curate memorable stays.
Processing gift card orders.
Other job duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Friendly and out-going personality.
Excellent communication skills.
Must be able to speak the English language fluently.
Ability to perform basic mathematical functions.
Must be able to handle high-pressure situations.
Must be able to work a variety of shifts – including holidays, weekends, evenings, etc.
Strong organizational skills.
Ability to effectively perform multiple tasks.
Ability to interface professionally with business contacts and customers.
Strong understanding of hospitality industry helpful.

These skills and abilities are typically acquired through the completion of a high school diploma or equivalent, as well as through a minimum of 2 years of experience in a guest service role.

This job description cannot possibly include a complete comprehensive listing of all the activities, duties or responsibilities that may be require by the organization and/or members of management. It reflects management’s assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.

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.