Reservations & Booking Agent

***The compensation for this position includes an hourly base rate of $11\.75 per hour, with the potential to earn $30\.00\+ per hour with gratuity based on individual performance.*** *This is a non\-remote position and all work duties are conducted onsite in Farmington, Pennsylvania.* **Position Summary:** At Nemacolin, the Reservations \& Booking Agent 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. **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**