Reservations Agent

Pyramid Global Hospitality; Walkersville (WV); On-site; USD 21,000 - 34,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Reservations Agent for Stonewall Resort in West Virginia. You will handle incoming calls, confirm reservations, upsell rates and packages, and provide accurate information on resort facilities and events.

The ideal candidate has a high school diploma, excellent communication skills, and a track record in reservations/PBX. Willingness to learn, professional demeanor, and ability to type 30 words per minute are required.

Qualifications

• High School graduate or equivalent with strong verbal and written communication skills.
• Typing speed of 30 wpm accuracy expected.
• Previous Reservations/PBX experience desired.

Responsibilities

• Handle all incoming reservation calls with professionalism and efficiency.
• Confirm reservations and input data accurately in the PMS.
• Upsell room types, packages, and resort promotions; answer questions on rates and facilities.
• Coordinate information with sales, conference services, and other departments.
• Maintain accurate records and deposits; provide excellent guest service.

Skills

Verbal communication

Written communication

Typing speed 30 wpm

Sales/upsell

Education

High School diploma or equivalent

Tools

PMS system

PBX

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.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you’ll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Conde Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

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.

What are we looking for?

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.