Reservations Agent

Location

Located in the picturesque town of Washington, Virginia. 30 minutes from Culpeper, Front Royal, and Warrenton, Virginia; 40 minutes from Gainesville and Stephens City, Virginia; just over an hour from Reston, Loudoun County, Virginia and Washington, DC.

About the Role

The Guest Relations and Reservations Agent serves as the first interaction for guests at The Inn at Little Washington, a world‑renowned restaurant and hotel (Michelin 3 Stars, Forbes 5 Stars, AAA 5 Diamonds, Wine Spectator Grand Award, member of Relais & Châteaux). The agent assists guests in selecting rooms and dinner reservations, maximizes revenue, provides concierge information on local activities, and upholds Forbes 5‑Star and AAA 5‑Diamond service standards.

Responsibilities

• Deliver guest service in accordance with Forbes 5‑Star, AAA 5‑Diamond, and Michelin 3‑Star standards.
• Manage incoming phone calls and emails related to room reservations, dinner reservations, and special requests, including processing online reservations, gift certificates, and general inquiries.
• Communicate with fellow agents to ensure daily tasks are completed and guest needs are met.
• Complete reservation confirmations and operate multiple computer‑based reservation systems.
• Guide guests toward completion of a reservation by providing relevant information and answering questions.
• Consistently meet the Inn’s uniform and grooming standards.
• Follow written and verbal instructions and demonstrate eagerness to learn.
• Maintain cleanliness of the reservations department by dusting, vacuuming, and sanitizing workstations (desk, computer, phone) per established procedures.
• Serve as an ambassador for The Inn at Little Washington in all interactions.
• Perform other duties as assigned.

Qualifications

• Hospitality experience preferred, but not essential.
• Sales background preferred, but not essential.
• At least 1 year of experience in an office setting.
• At least 1 year of experience in guest/customer service.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Must be well‑groomed and well‑presented; all visible tattoos must be covered.

Skills & Expected Attitudes

• Communicate with guests in a pleasant and professional manner.
• Ability to multitask and handle large call volumes.
• Excellent analytical, organizational, and time‑management skills.
• Strong prioritization and quick problem‑solving abilities.
• Role‑model behavior, exhibiting curiosity, empathy, agility, and an entrepreneurial mindset.
• Passion for the brand, taking responsibility and ownership.
• Excellent interpersonal skills and a professional demeanor.
• Refined verbal and written communication skills.
• Preferred ability to speak a second language (Spanish or French).
• Computer proficiency, preferably with Microsoft Office, Chrome, Tock, and ResortSuite Property Management System.

Benefits

• Health, vision, and dental insurance (full‑time employees)
• Paid time off (full‑time employees)
• 401(k) retirement plan with match
• On‑the‑job training
• Employee education allowance
• Advancement potential
• Flexible schedules
• Employee appreciation events
• Complimentary uniforms
• Delicious “family” meals daily prepared by the chefs
• Referral bonuses
• Competitive pay