Job Description

The Reservations Experience Agent is responsible for assisting guests with the planning process for their visit by promoting all Nemacolin offerings. The individual in this position provides detailed information to guests in regards to resort services, facilities, dining options, activities, and local attractions. Additionally, the Experience Agent must develop and maintain positive relationships with guests and associates, communicate effectively on all levels, and demonstrate technical and customer service skills. This individual also communicates with returning guests prior to arrival and upon departure in order to assist with resort accommodations and ensure that expectations are exceeded.

ESSENTIAL FUNCTIONS:

• Answering incoming emails and phone calls to assisting guests with inquiries and reservations regarding resort offerings.
• Proactively make outbound emails and phone calls to plan their experiences.
• Maintaining current knowledge of all resort offerings and hours of operation.
• Providing information about local features, such as shopping, dining, nightlife, or recreational destinations.
• Inputting reservations and guest information that is accurate and complete.
• Promoting special events and activities to help support revenue goals.
• Demonstrating Five-Star and Five-Diamond service standards.
• Following phone conversation flow guidelines.
• Coordinating with other departments in order to ensure exceptional experience.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• High school diploma or equivalent required.
• Previous customer experience required.
• Candidate must have the ability to multi-task
• Candidate must have ability to adapt to organizational and environmental changes
• Candidate must be detail-oriented to ensure the accuracy of reservations.
• Candidate must have the ability to work varying shifts, including evenings, weekends, and holidays.
• Candidate must have both strong written and verbal communication skills and must be able to communicate in English fluently.

Begin a Meaningful Career at Nemacolin

At Nemacolin resort in Pennsylvania’s Laurel Highlands, foundational roles form the heart of the guest experience and the beginning of many long-term careers. Each day brings the opportunity to learn new skills, build confidence, and contribute to a team that values hard work, kindness, and pride in service. Whether entering hospitality for the first time or continuing a professional journey, the environment encourages growth, connection, and steady advancement.

Associate team members from a wide range of experiences come together to create something exceptional, supported by leaders who provide guidance, recognition, and encouragement along the way. Many leaders within the resort began in hourly roles, building successful careers through dedication, mentorship, and continuous learning.

Growth & Development

• Paid training and structured onboarding
• Hands-on learning and cross-department opportunities
• Clear pathways for advancement and internal promotion
• Recognition through individual and team honors

Benefits & Everyday Perks

• Competitive hourly wages and attractive 401(k) program
• Medical, dental, and vision coverage for eligible associates
• Paid time off and holiday compensation
• Discounted associate meals and uniform services
• Savings across resort dining, retail, spa, and activities
• Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community

A role at Nemacolin opens the door to skill-building, meaningful relationships, and a future shaped through experience and opportunity.

Bring your passion. Grow your career. Create Real Life Magic

About Nemacolin

A private, family-owned, and woman-owned luxury resort unlike anything else in the hospitality industry, Nemacolin spans more than 2,200 breathtaking acres in Pennsylvania’s Laurel Highlands. Recognized by Forbes Travel Guide, AAA, and Preferred Hotels & Resorts, this four-season destination blends refined hospitality with creativity, craftsmanship, and a spirit of adventure that defines every guest and member experience.

Distinctive accommodations, immersive experiences, and a culture grounded in artistry and service excellence come together to create a setting where guests, members, and associates find inspiration. Across the resort, Real Life Magic is brought to life through meaningful moments, genuine connection, and a shared commitment to delivering something truly exceptional.

Visit Nemacolin.com to step inside the story, explore the experiences, and discover what draws people to Nemacolin. Then, imagine where this opportunity could take you as part of your own remarkable journey.