Job Summary

The Reservations Agent is responsible for delivering exceptional guest service by managing reservation inquiries, maximizing revenue opportunities, and ensuring an outstanding guest experience through accurate booking, effective communication, and attention to detail.

Essential Functions

Answer incoming reservation calls, emails, and online inquiries promptly and professionally.
Book and modify reservations while maximizing revenue through upselling accommodations, packages, spa, golf, dining, and other resort amenities.
Identify guest needs, accommodate special requests, and coordinate with other departments to ensure a seamless guest experience.
Maintain accurate guest profiles and reservation records within the property management system (PMS), including updating guest history and merging duplicate profiles.
Communicate hotel amenities, room types, rates, packages, promotions, availability, policies, and local transportation information to guests.
Verify reservation details, process confirmations and cancellations, maintain waitlists, and ensure all reservation information is accurately documented.
Respond to guest concerns and resolve issues promptly to ensure guest satisfaction.
Promote the resort professionally while providing feedback on guest trends and promotions to Reservations Management and Revenue Management.
Maintain knowledge of hotel facilities, services, events, room inventory, and operational procedures.
Follow departmental standards, hotel policies, safety procedures, and service expectations while maintaining an organized work environment.
Participate in required meetings, training sessions, and perform other duties as assigned.

Other Duties

· All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.

· Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.

· Regular attendance in conformance with hotels standards is essential to the successful performance of this position.

· Comply with hotel grooming standards for both uniformed and non-uniformed associates.

· Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.

· Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.

Working Conditions & Physical Requirements

Physical Effort:	Significant portions of day require prolonged sedentary work. Ability to visually review documents and computer screen throughout day.
Physical Environment:	Ability to walk or stand for extended periods of time during course of shift.
Manual Skills	Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.
Work Schedule:	Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel. Flexible schedule including evenings, weekends, and holidays based on business needs.
Safety:	Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise

Qualifications

Education:	High school diploma or equivalent required. Degree in hospitality management preferred.
Experience:	Prior Reservations experience or Hospitality experience preferred but not required. Experience with Opera PMS preferred.
Computer Skill & Other Technical Skills:	Strong customer service, communication, and organizational skills. Proficiency with Microsoft Office and the ability to learn hotel systems. Accurate typing and basic mathematical skills. Excellent verbal and written English communication; additional languages are a plus. Professional, detail-oriented, and guest-focused with the ability to multitask in a fast-paced environment.
Communication:	Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.
Licenses or Certifications:	n/a
Other:	Must be customer-service oriented and have excellent hospitality skills. Must be able to calculate basic mathematic functions.

Lansdowne Resort

Live it every day when you join our Lansdowne Family!

At Lansdowne Resort and Spa, we are proud to be a leader in Virginia for heartfelt service and an intimate sanctuary experience. We are a passionate career team, committed to curating an experience that gives our guests and partners a taste of authentic Virginia. We exist to create experiences where passion and purpose come together. Contact us if you are interested in employment in Leesburg, Virginia, and consider yourself passionate, creative, genuine, and heartfelt.