Reservation Service Agent

The Jefferson Hotel is seeking a polished and service-driven Reservations Agent to join our Front Office team. This full-time position plays an essential role in creating a seamless guest experience through reservation management, PBX operations, and professional guest communication. The ideal candidate is detail-oriented, highly organized, and able to multitask effectively while maintaining a warm, polished, and professional presence both in person and over the phone.

Key Requirements

- Availability: Must have open availability to work 8 am – 9 pm any day of the week, including weekends and holidays , with the flexibility to work opening and closing shifts based on business needs.

- Experience: Previous reservations, PBX, front desk, or customer service experience in a hospitality environment preferred.

- Communication: Excellent verbal and written communication skills with a polished phone voice and professional demeanor.

- Multitasking: Ability to manage multiple responsibilities simultaneously while maintaining accuracy, efficiency, and attention to detail.

- Service Orientation: Strong guest service mindset with the ability to create a seamless guest experience through consistent follow-through and proactive communication.

- Technical Skills: Comfortable using computers, reservation systems, and multi-line phone systems.

Duties & Responsibilities

- Manage hotel and dining reservations through phone, email, and online booking platforms

- Operate the hotel PBX system, directing calls professionally and efficiently while assisting guests and internal departments

- Provide accurate information regarding room types, rates, hotel amenities, dining options, and local attractions

- Process reservation changes, cancellations, and special requests with a high level of accuracy and follow-through

- Support front desk operations with reservation base issues

- Coordinate with Housekeeping, Concierge, Engineering, and Food & Beverage teams to ensure seamless guest service

- Maintain detailed and accurate guest records while ensuring confidentiality and professionalism at all times

- Resolve guest concerns professionally or escalate appropriately when needed

- Generate reports and assist with administrative and operational tasks as assigned

- Work collaboratively with team members to support overall Front Office operations and guest satisfaction

Qualifications

- Hospitality training and experience is preferred

- Strong customer service background preferred

- Excellent organizational skills and attention to detail

- Ability to work efficiently in a fast-paced, guest-focused environment

- Professional appearance, positive attitude, and dependable work ethic

- Previous experience with hotel reservation or PBX systems preferred but not required

Traits of a Successful Candidate

- Polished, professional, and guest-focused

- Strong communicator with an excellent phone presence

- Detail-oriented with exceptional follow-through

- Team-oriented and collaborative

- Adaptable and composed in a fast-paced environment

- Proactive, organized, and service-driven

Why Work Here

At The Jefferson Hotel, the Front Office team plays a vital role in shaping each guests first impression and overall experience. As a PBX Reservations Agent, you will be part of a collaborative and service-focused environment that values professionalism, communication, and attention to detail. We offer employee meals, complimentary parking, and opportunities for growth within one of Richmonds most distinguished luxury properties.