Reservation Service Agent

DescriptionThe 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 guest’s 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 Richmond’s most distinguished luxury properties.