Reservations Agent

Pyramid Global Hospitality; Walkersville (WV); On-site; USD 17,000 - 25,000; Full time

Job summary

Pyramid Global Hospitality’s Stonewall Resort in West Virginia seeks a Reservations Agent to deliver exceptional service, handle bookings, answer questions on room rates, packages, and events, and contribute to a memorable guest experience. You will engage with guests worldwide and help create moments that encourage Wanderlust.

Responsibilities include confirming reservations, up-selling, accurate PMS entry, and collaborating with sales and events teams while maintaining a professional,

Qualifications

• High School graduate or equivalent.
• Pleasant speaking voice and excellent verbal and written communication skills.
• Ability to type 30 words per minute accurately.

Responsibilities

• Professionally manage all incoming reservation calls with efficiency and professionalism; confirm reservations, up-sell, and answer questions on rates and promotions.
• Coordinate information with sales staff and conference services and other departments.
• Input and manage reservations accurately in the PMS; handle special requests and cross-sell the resort.

Skills

Sales ability

Verbal and written communication

Guest service

Education

High School diploma

Tools

PMS software

PBX system

Job description

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 PYRAMIDWORKS, 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.

About Our Property

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.

What You Will Have An Opportunity To Do

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.

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.
• 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’ special requests in a professional manner.
• Will be cross‑trained and assist as needed in PBX and the Front Desk.
• Activate “manual system” in the event of system downtime.
• Keep daily call sheets.
• Answer Stonewall Info’s on a daily basis.
• Be professional and use correct format.
• Provide assistance in other job classifications as determined necessary by immediate superior.

Education, Experience And Skills Required

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 & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.