Reservations Agent

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties;
Axiom Hospitality, our European hotel management company; and PYRAMID WORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands‑on approach focused on exceptional service, operational excellence, and long‑term partnerships.

Moments away from the rest of the world, but a world away from it all, Stonewall Resort is a truly unique lakeside destination for vacations, meetings, weddings, reunions, and romantic getaways. Our rustic yet elegant Adirondack-style lodge and spectacular cottage collection is perched alongside quiet lake waters and the Arnold Palmer Signature Golf Course, while surrounded by 1,900 picture‑perfect, “Close to Nature” park acres.

We are looking for a highly engaging, customer focused individual to join our Reservations team as a Reservations Agent. The successful candidate for this role will have a proven track record of providing exceptional service, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally.

The Reservation teams play an integral role in ensuring that each of our guests has an exceptional experience while planning their visit. They are responsible for creating a positive guest interaction that will build the guests anticipation for their upcoming visit. They must also be knowledgeable on providing accurate information to our guests on room packages, special promotions at the resort, and special events going on during their stay.

This role is the key to helping our guests discover their “Wanderlust” experience!

If you have experience in a hotel/resort reservations team, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world‑class property.

The Reservation Agent will ensure that all work has been completed and input accurately.

• Perform all duties in a professional manner and in accordance with company policies.
• Flexibility to work a varied schedule due to business levels and industry demand.
• Follow all safety procedures to ensure a safe working environment.
• Maintain uniform and grooming standards as outlined in employee handbook and departmental training.
• The Reservation Agent will professionally manage all incoming reservation calls with efficiently and professionalism; be able to confirm reservations, up‑sell, and answer questions on rates, resort facilities, services, and special promotions.
• This position requires a strong sales ability to successfully convert inquiry calls into sales.
• Coordinate information with sales staff and conference services staff as well as all other departments.
• Responsible for accurately confirming reservations and accurately managing in PMS.
• Ability to up‑sell, cross‑sell and promote the resort.
• Answer inquiries of room rates, outlets, area location, room type and availability.
• Interact with Group Coordinator on bookings.
• Professional and polished customer service.
• Thorough and efficient record keeping.
• Post advanced deposits and keep accurate records of deposits.
• Complete shift reports when necessary.
• Handle all guests’…