Reservationist

About the role

Rolling Rock Club, founded in 1917, is a premier private club located in historic Ligonier, Pennsylvania, approximately 50 miles from downtown Pittsburgh. Nestled between the Chestnut Ridge and Laurel Mountain Valley ranges at the far west end of the Appalachian Mountains, the club is organized as an English gentlemen's sports club, land conservatory, and wildlife sanctuary with a national reputation for outstanding hospitality, picturesque surroundings, and a unique range of sporting amenities including golf, swimming, tennis, stocked trout streams, duck ponds, game birds, and shooting ranges.

The mission of the club is to preserve legacy and ensure members maintain the highest standards of stewardship towards the buildings, land, and environment while respecting employees and supporting the neighboring community. The vision is to be a special place providing gracious and genteel hospitality for the enjoyment of a proper country life — in the clubhouse, in the fields, and on the stream — with a membership that embraces the experience, values, and respects club traditions.

The primary responsibility of the Reservationist is to assist members graciously and effectively with room and private event reservations. This position requires a strong grasp of all club amenities and services to communicate with membership, a strong knowledge of the history and legacy of Rolling Rock Club, and serves as the communication liaison between membership and club staff.

Responsibilities

• Communicate with club membership professionally and effectively to ensure high quality of service is consistently met
• Catalogue member preference information and communicate these effectively with clubhouse management
• Maintain a strong understanding of club room accommodations, clubhouse layout, and room pricing
• Answer incoming member calls and effectively book overnight room reservations and sports and recreation reservations
• Demonstrate strong member recognition, providing personalized and welcoming service
• Maintain proficient working knowledge of front desk operations and the club's dispatch service
• Perform front desk duties as necessary to support daily club operations and member service
• Collaborate effectively with other departments while maintaining a positive and professional demeanor
• Provide concierge service for local tourism attractions
• Work evenings, weekends, and holidays as necessary to support private parties and club events
• Arrange meal reservations for members and guests
• Follow up promptly and consistently with club members and team members to ensure requests, questions, and outstanding items are addressed and communicated
• Maintain a thorough working knowledge of club platforms, including Northstar, Club Dining, and the club website
• Create and dispute Banquet Order Forms (BEOs) for each event
• Design and print menu cards for member events
• Communicate member concerns or complaints to management promptly and proactively
• Understand, implement, and follow through on management directives and goals to ensure efficient and effective reservation and event administration
• Respect the club's customs and traditions and work to preserve Rolling Rock Club as a "quiet country English Manor"
• Perform other related duties as assigned
• Maintain regular, consistent, and reliable attendance

Requirements

• Follow guidance and direction from senior management effectively, efficiently, and appropriately
• Possess excellent analytical, communication, organizational, and time management skills
• Computer proficiency, preferably in Excel, Microsoft Word, and Google
• Excellent spoken and written English
• Demonstrated track record of strong attention to detail and excellent communication skills
• Ability to lift 50 lbs
• Ability to work in front of a computer screen for 2-hour periods without break
• Ability to move independently around the clubhouse for periods of 3–4 hours
• Ability to lift and file up to 10–30 pounds as needed
• Ability to type for 2-hour periods without break
• Availability and understanding that the position often requires hours in excess of a standard workweek (40–50 hours)

Skills

• Good interpersonal and communication skills, both verbal and written, and the ability to work well with co-workers and membership
• Ability to use good judgement and maintain discretion and diplomacy while performing job duties
• Ability to remain calm, courteous, and helpful
• Excellent typing and communication skills
• Ability to maintain confidentiality of all members and club information
• Ability to work cohesively with other departments
• Ability to prioritize, organize, and follow up
• Good organizational and planning skills
• Fundamental time management skills and ability to multi-task and prioritize work, both with a team and independently
• Ability to problem solve and react quickly to any issues which arise during a shift

Benefits

Team Member Appreciation

• Health & Wellness initiatives
• Hot team member meals daily
• Golf pro shop and Orvis endorsed Fly Fishing shop discount
• Golf privileges on most Mondays
• Employee appreciation events
• Annual team member family events
• Complimentary uniforms and uniform reimbursement

Work/Life Balance

• Paid time off begins accruing your first day
• Paid vacation, holidays, and personal days
• Flexible schedules

Medical & Insurance

• Medical, dental, and vision insurance
• Life insurance

Planning For The Future

• Competitive wages
• 401(k) retirement plan
• Employee education allowance
• Team member referral bonuses