Reservations Agent

Located in the heart of Virginia's renowned horse and wine country, Salamander Middleburg is a Forbes Five-Star and AAA Five Diamond luxury resort offering an exceptional guest experience through personalized service, world-class accommodations, award-winning dining, and unforgettable experiences.

About the role

Salamander Middleburg is seeking an energetic, service-driven Reservations Sales Agent to join our Reservations team. As the first point of contact for many of our guests, you will provide exceptional customer service while converting inquiries into reservations. This position offers competitive hourly pay plus commission, allowing high performers to increase their earnings.

Responsibilities

• Answer inbound reservation calls and emails while delivering Forbes Five-Star service.
• Sell guestrooms, vacation packages, promotions, and resort experiences.
• Upsell room categories, spa appointments, dining reservations, and resort amenities.
• Build rapport with guests and identify their travel needs.
• Process new reservations, modifications, cancellations, and special requests accurately.
• Maintain detailed guest records using the OPERA Property Management System (PMS).
• Assist with group reservations, rooming lists, and billing updates.
• Coordinate with Front Office, Conference Services, Housekeeping, Spa, and other departments to ensure seamless guest experiences.
• Monitor booking trends, cancellations, arrivals, and occupancy reports.
• Meet or exceed monthly sales and conversion goals established by leadership.
• Maintain thorough knowledge of resort amenities, seasonal promotions, dining venues, activities, and local attractions.

Requirements

• High School Diploma or GED required.
• Previous experience in:
  • Hotel Reservations
  • Luxury Hospitality
  • Guest Services
  • Front Desk
  • Hotel Sales
  • Customer Service
  • Call Center
  • Travel Industry
• Experience with OPERA PMS preferred.
• Microsoft Office proficiency (Excel, Word, Outlook).
• Typing speed of 50+ WPM.
• Excellent verbal and written communication skills.

Skills

We're looking for someone who is:

• Passionate about luxury hospitality.
• Sales-oriented with the ability to confidently recommend upgrades and packages.
• Friendly, professional, and guest-focused.
• Detail-oriented and highly organized.
• Comfortable multitasking in a fast-paced environment.
• A strong communicator and team player.
• Dependable with excellent time management skills.
• Able to work a flexible full-time schedule, including weekends and holidays between 8:00 AM and 8:00 PM.

Benefits

• Competitive hourly pay plus sales commission.
• Medical, Dental & Vision Insurance.
• 401(k) Retirement Plan.
• Paid Time Off.
• Company-Paid Holidays.
• Complimentary Associate Meals.
• Employee Discounts on Rooms, Dining, Spa, Golf, and Retail.
• Career Development & Internal Promotion Opportunities.
• Employee Recognition Programs.