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 a key role in delivering exceptional guest service through efficient reservation management and professional guest interaction. The ideal candidate is highly organized, personable, and committed to ensuring a seamless guest experience from the moment of inquiry through arrival.

Key Requirements

• Availability: Must be available to work any day of the week, including weekends and holidays, with flexible shifts scheduled between 9:00 AM and 8:00 PM.
• Experience:Prior reservations, front desk, or customer service experience in a hospitality environment is preferred.
• Communication: Must possess excellent verbal and written communication skills and demonstrate professionalism in guest interactions.
• Technical Skills: Proficiency in using computers and reservation systems; ability to accurately process bookings and manage reports.
• Service Orientation: Must demonstrate a courteous, guest-focused approach with a keen attention to detail.

Basic Functions & Scope

• Manage hotel and dining reservations, including phone, email, and online booking platforms.
• Assist with guest inquiries regarding room types, rates, availability, special packages, and hotel services.
• Process reservation changes, cancellations, and amenity requests promptly and accurately.
• Support the Front Desk team during high-traffic periods, including check-in and check-out assistance.
• Generate daily shift reports and support billing processes as required.

Duties & Responsibilities

• Provide warm, professional, and efficient service to all guests, callers, and colleagues.
• Maintain detailed knowledge of hotel offerings, packages, promotions, and events.
• Accurately record and confirm guest reservation details using hotel systems.
• Handle special requests and communicate guest preferences across relevant departments.
• Coordinate with Housekeeping, Concierge, and Food & Beverage teams to ensure seamless service delivery.
• Assist with general administrative tasks and ensure all records are up to date and error-free.
• Resolve guest concerns or escalate appropriately while maintaining a positive guest experience.

Qualifications

• High school diploma or equivalent required; additional hospitality or customer service training is a plus.
• Strong computer and telephone skills; ability to multitask and prioritize in a fast-paced environment.
• Positive attitude, reliable attendance, and a team-first mindset.
• Previous experience with hotel reservations systems preferred but not required.
• Ability to maintain confidentiality and professionalism at all times.

Why Work Here

At The Jefferson Hotel, the Front Office team plays a vital role in shaping each guest’s first impression and overall experience. As a 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 Richmond’s most distinguished luxury properties.