Reservations Experience Agent

Nemacolin Woodlands Resort; Farmington (Fayette County); On-site; USD 30,000 - 50,000; Full time

Job summary

Join a dynamic team at an exceptional resort nestled in the Laurel Highlands, where you will play a vital role in creating unforgettable experiences for guests. As a Reservations Experience Agent, you will engage with guests, providing them with detailed information about resort services and local attractions. Your ability to multitask and communicate effectively will ensure that every guest feels valued and well-informed. This position not only offers the chance to work in a beautiful environment but also provides numerous opportunities for professional growth and development within the hospitality industry. If you are passionate about delivering outstanding service, this is the perfect opportunity for you.

Benefits

401(k) Plan

Paid Vacation

Medical, Dental, and Vision Insurance

Employee Assistance Program

Educational Assistance

Local and Resort Discounts

On-site Uniform Services

Discounted Meals

Qualifications

• Strong customer service experience is essential.
• Ability to communicate effectively in English required.

Responsibilities

• Assist guests with inquiries and reservations.
• Maintain knowledge of resort offerings and local attractions.

Skills

Customer Service

Communication Skills

Multi-tasking

Detail-oriented

Education

High School Diploma

Job description

The Reservations Experience Agent is responsible for assisting guests with the planning process for their visit by promoting all Nemacolin offerings. The individual in this position provides detailed information to guests in regards to resort services, facilities, dining options, activities, and local attractions. Additionally, the Experience Agent must develop and maintain positive relationships with guests and associates, communicate effectively on all levels, and demonstrate technical and customer service skills. This individual also communicates with returning guests prior to arrival and upon departure in order to assist with resort accommodations and ensure that expectations are exceeded.

ESSENTIAL FUNCTIONS:

• Answering incoming emails and phone calls to assisting guests with inquiries and reservations regarding resort offerings.
• Proactively make outbound emails and phone calls to plan their experiences.
• Maintaining current knowledge of all resort offerings and hours of operation.
• Providing information about local features, such as shopping, dining, nightlife, or recreational destinations.
• Inputting reservations and guest information that is accurate and complete.
• Promoting special events and activities to help support revenue goals.
• Demonstrating Five-Star and Five-Diamond service standards.
• Following phone conversation flow guidelines.
• Coordinating with other departments in order to ensure exceptional experience.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• High school diploma or equivalent required.
• Previous customer experience required.
• Candidate must have the ability to multi-task
• Candidate must have ability to adapt to organizational and environmental changes
• Candidate must be detail-oriented to ensure the accuracy of reservations.
• Candidate must have the ability to work varying shifts, including evenings, weekends, and holidays.
• Candidate must have both strong written and verbal communication skills and must be able to communicate in English fluently.

WHY WORK FOR NEMACOLIN?

Experience the magic of Nemacolin. Reaching across 2,200 acres in the Laurel Highlands of Southwestern Pennsylvania, Nemacolin offers guests a getaway like no other. Elevated accommodations range from the thrilling grandeur of The Chateau and modern elegance of Falling Rock—both recipients of the Forbes Travel Guide 2020 Awards—to the refreshing ease of The Lodge as well as The Homes and The Estates. And that is just the beginning! Nemacolin comes to life with show-stopping dining from the Forbes Five-Star and AAA Five-Diamond Lautrec; two championship, Pete Dye-designed golf courses; award-winning spa and wellness services; Orvis-endorsed fly fishing; countless outdoor activities; and snow sports, shopping, wildlife experiences, art tours, magical seasonal events, and limitless fun for all. Adventure awaits.At Nemacolin, we strive to attract, retain, and develop the best and the brightest talent in the field. Unique amenities and a strong track record of exceeding industry standards makes Nemacolin an employer of choice for those looking to pursue opportunities in areas such as lodging and guest services, food and beverage, recreation, culinary arts, golf, and retail, among others. Through a variety of training initiatives and a strong commitment to career development programs, we believe that we can help our associates to develop the skills necessary to advance within our organization.

• An attractive 401(k) plan
• Paid vacation, holidays, and personal hours
• Family medical, dental and vision insurance
• Long-term & short-term disability insurance
• Employee assistance program
• Educational assistance
• Local and resort discounts
• On-site uniform and dry-cleaning services
• Discounted meals during breaks in the associate break areas

Nemacolin promotes a culture of continuous learning for our associates. We are strongly committed to comprehensive professional development programs:

• Opportunities for advancement – At Nemacolin, we encourage our associates to grow within the organization and gain experience in a variety of departments to better understand the hospitality industry. Nemacolin prides itself on promoting from within the organization, and many of our mid and upper-level managers began in entry-level positions and advanced into their current roles.
• Associate Recognition programs – Nemacolin realizes that our associates help to set us apart from other organizations in the industry through their commitment to providing exceptional service and ability to consistently exceed guests’ expectations. Each month, associates can nominate others who have provided exceptional service, demonstrated leadership capabilities, or excelled in their areas of expertise. Winners receive an award for their efforts and are recognized by members of management.
• Mentoring and coaching programs – As a new associate, we provide a level of mentoring that is best suited to you to enhance your growth and career interests, while sharing knowledge, advice, and encouragement along the way.

AWARDS & ACCOLADES

Nemacolin has consistently been recognized in the hospitality industry for providing superior customer service and outstanding facilities. We are very proud of what we have accomplished, and we would like to have the opportunity to share our enthusiasm with you. Some of our accomplishments include the Forbes Travel Guide Five-Star rating, the AAA Five-Diamond rating, the Trip Advisor Certificate of Excellence, and a variety of other awards from Condé Nast Traveler, and Golf Digest, just to name a few.

Associate Referral Program

• $1,000 Year-Round Referral Incentive - Receive a reward of $250.00when you refer a new applicant who is hired and is employed for a minimum of 90 days! Receive a second reward of $250.00 when the referred associate continues their employment for a total of 6 months! Receive a third award of $500.00when an associate continues their employment for 1 year!
• Seasonal Referral Incentive- Receive a reward of $100.00 when you refer a seasonal applicant who is hired and is employed for a minimum of 60 days!

Rewards not applicable for rehires.

ASSOCIATE DISCOUNTS

• Enterprise - A Nemacolin account has been set up for associate car rentals through Enterprise at a discount rate.
• X-Plan Ford Pricing - As a Ford Partner, Nemacolin gives you the ability to purchase or lease eligible vehicles at Ford Motor Company’s XPlan Pricing. The discounted prices are good on new, leased, or used vehicles. Your family members in the same household are also eligible to receive discounted prices, just because you work at Nemacolin.
• Verizon Wireless - A Nemacolin account has been set up for associate to receive a 17% discount.
• Sprint Wireless - A Nemacolin account has been set up for associate to receive a 15% discount.
• 84 Lumber - 17 % (associate must pay to haul).

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.