Reservations Agent

BENCHMARK; Roanoke (WV); On-site; USD 30,000 - 40,000; Full time

Job summary

BENCHMARK in Roanoke, West Virginia is seeking a Reservation Agent to effectively manage incoming reservation calls and ensure customer satisfaction. The ideal candidate will possess excellent communication skills and a strong sales ability.

The position requires a high school diploma and previous reservations experience, with responsibilities including confirming reservations, maintaining records, and providing polished customer service. The role may involve working a varied schedule to meet business demands.

Qualifications

• Pleasant speaking voice for effective communication.
• Previous Reservations/PBX experience desired.

Responsibilities

• Manage all incoming reservation calls professionally.
• Confirm reservations and handle special guest requests.
• Maintain efficient record keeping and complete shift reports.

Skills

Excellent verbal and written communication skills

Strong sales ability

Ability to type 30 words per minute

Education

High School graduate or equivalent

Job description

Reservation Agent

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

Essential Functions of the Position

• 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.
• Professionally manage all incoming reservation calls efficiently and with professionalism; confirm reservations, up‑sell, and answer questions on rates, resort facilities, services, and special promotions.
• Convert inquiry calls into sales with strong sales ability.
• Coordinate information with sales staff, conference services staff and all other departments.
• Accurately confirm reservations and manage them in PMS.
• Up‑sell, cross‑sell and promote the resort.
• Answer inquiries on room rates, outlets, area location, room type and availability.
• Interact with Group Coordinator on bookings.
• Provide professional and polished customer service.
• Maintain thorough and efficient record keeping.
• Post advanced deposits and keep accurate records of deposits.
• Complete shift reports when necessary.
• Handle all guests’ special requests in a professional manner.
• Assist in PBX and Front Desk as cross‑trained.
• Activate “manual system” in event of system downtime.
• Keep daily call sheets.
• Answer Stonewall Info’s on a daily basis.
• Use correct format when being professional.
• Provide assistance in other job classifications as determined necessary by immediate superior.

Requirements

• High School graduate or equivalent.
• Pleasant speaking voice; excellent verbal and written communication skills.
• Ability to type 30 words per minute accurately.
• Previous Reservations/PBX experience desired.

Compensation

Pyramid Global Hospitality is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications and location.