Reservations & Booking Agent

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

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…