Reservations Agent

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.

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.

• 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

• 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

• 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,…