Reservations Agent
Chetola, Raleigh, NC, United States
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.
THE ROLE
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.
WHAT YOU’LL DO
Reservations, Phones & Guest Experience
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
Administrative & Coordination Responsibilities
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
Requirements
Attention to Detail in Action
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, and error-free to support smooth operations across departments
About You
You genuinely enjoy helping guests plan trips and supporting them during their stay
You take pride in being a calm, confident, and helpful voice on the phone
You are organized, detail-oriented, and strong at follow-through
You communicate clearly, warmly, and professionally
You are comfortable handling multiple calls and requests while maintaining composure and service quality
You are motivated by delivering thoughtful, anticipatory service and creating memorable guest experiences
Requirements
Availability to work Friday through Sunday is required
Prior experience in hospitality, reservations, guest services, or customer service preferred, but not required
Strong computer skills and ability to learn and use multiple systems, including a hotel property management system (PMS) and PBX/telephone system
Strong verbal communication skills and professional phone presence
Basic math skills and high attention to detail
Ability to multitask, stay organized, and remain calm in a fast-paced environment
Ability to sit or stand for extended periods and occasionally lift up to 25 lbs
On-site role; reliable transportation required
Why Chetola
One of the largest private employers in the county with a dynamic work environment and strong potential for career growth
Join a dedicated and growing team shaping the next era of a beloved luxury mountain resort
Contribute meaningfully to a culture rooted in connection, craftsmanship, and care
Competitive hourly pay
Comprehensive benefits offered to full-time eligible employees, including health, dental, vision, PTO, and on-property perks
Chetola Resort is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.
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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.
THE ROLE
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.
WHAT YOU’LL DO
Reservations, Phones & Guest Experience
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
Administrative & Coordination Responsibilities
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
Requirements
Attention to Detail in Action
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, and error-free to support smooth operations across departments
About You
You genuinely enjoy helping guests plan trips and supporting them during their stay
You take pride in being a calm, confident, and helpful voice on the phone
You are organized, detail-oriented, and strong at follow-through
You communicate clearly, warmly, and professionally
You are comfortable handling multiple calls and requests while maintaining composure and service quality
You are motivated by delivering thoughtful, anticipatory service and creating memorable guest experiences
Requirements
Availability to work Friday through Sunday is required
Prior experience in hospitality, reservations, guest services, or customer service preferred, but not required
Strong computer skills and ability to learn and use multiple systems, including a hotel property management system (PMS) and PBX/telephone system
Strong verbal communication skills and professional phone presence
Basic math skills and high attention to detail
Ability to multitask, stay organized, and remain calm in a fast-paced environment
Ability to sit or stand for extended periods and occasionally lift up to 25 lbs
On-site role; reliable transportation required
Why Chetola
One of the largest private employers in the county with a dynamic work environment and strong potential for career growth
Join a dedicated and growing team shaping the next era of a beloved luxury mountain resort
Contribute meaningfully to a culture rooted in connection, craftsmanship, and care
Competitive hourly pay
Comprehensive benefits offered to full-time eligible employees, including health, dental, vision, PTO, and on-property perks
Chetola Resort is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.
#J-18808-Ljbffr