About the Role

The Reservations Agent is the first point of contact for many guests and plays an essential role in creating memorable experiences before arrival. This position is responsible for managing reservations while providing operational and administrative support across multiple hotel departments, including Front Desk, Housekeeping, and Accounting. As business needs evolve, this role offers opportunities to expand knowledge and develop skills that may lead to future growth within the Sales department.

The ideal candidate is friendly, outgoing, patient, and adaptable, with a genuine passion for hospitality. They build positive relationships with guests and associates, communicate effectively with individuals of diverse backgrounds and personalities, and consistently demonstrate our core values:

• Drive to Win
• Deliver with Passion
• Desire to Serve
• Own the Outcome
• Keep It Real

Every interaction should support our purpose:

To care for you on our journey together.

The Reservations Agent reports to the Director of Operations, Operations Manager, and Accounting Manager.

Benefits

• Benefits Available on Day One
• Earned Wage Access
• 401(k) Retirement Savings Plan
• Professional Development & Career Growth Opportunities
• Supportive, Collaborative Team Environment
• Associate Recognition Programs
• And More

Essential Functions

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

• Answer incoming calls, emails, and electronic reservation requests in a professional, timely, and courteous manner.
• Accurately create, modify, and cancel reservations using the property's reservation and property management systems.
• Assist guests with room selection, rates, packages, amenities, and general hotel information.
• Identify opportunities to enhance the guest experience through upselling and personalized recommendations.
• Communicate reservation details, special requests, VIP arrivals, and guest preferences to appropriate departments.
• Support Front Desk operations as needed, including guest check-in, check-out, guest service recovery, answering phones, and resolving guest concerns.
• Support Housekeeping operations by assisting with room readiness, laundry, public areas, or guest room preparation as business needs require.
• Support Accounting with administrative tasks including billing inquiries, invoice processing, data entry, filing, reconciliation support, and other clerical duties.
• Maintain accurate guest records while protecting confidential guest and financial information.
• Collaborate effectively with Operations, Housekeeping, Accounting, and other hotel departments to ensure a seamless guest experience.
• Resolve guest concerns professionally and escalate issues when appropriate.
• Maintain knowledge of hotel services, local attractions, promotions, and operational procedures.
• Follow all company policies, safety procedures, service standards, and brand expectations.
• Perform additional duties and special projects as assigned to support hotel operations.

Qualifications

Required

• Outstanding customer service and interpersonal skills.
• Friendly, welcoming, and professional demeanor with the ability to interact positively with guests from diverse backgrounds and with varying communication styles.
• Strong verbal and written communication skills.
• Excellent organizational skills with strong attention to detail.
• Ability to prioritize multiple tasks in a fast-paced hospitality environment.
• Strong computer proficiency, including Microsoft Outlook, Word, and Excel.
• Ability to learn and utilize reservation, property management, and hotel operating systems.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to work independently while contributing effectively as part of a team.
• High school diploma or equivalent.

Preferred

• Previous experience in hotel Reservations, Front Desk, Guest Services, Housekeeping, Accounting, Sales, or Hospitality Operations.
• Experience with hotel property management systems (PMS) and reservation platforms.
• Experience handling guest service recovery or conflict resolution.

Physical & Work Environment

This position primarily works in an office and hotel environment and may require movement throughout the property to support operational needs.

The position may occasionally require the ability to:

• Remain in a stationary position for extended periods.
• Frequently communicate with guests and associates in person and by telephone.
• Operate computers and other standard office equipment.
• Move throughout the hotel, including guest room floors and public areas.
• Occasionally move, transport, or position items weighing up to 25 pounds.
• Bend, reach, stoop, or climb stairs as needed.
• Work a flexible schedule including evenings, weekends, holidays, and overtime when business demands require.

Reasonable accommodations will be provided to qualified individuals with disabilities in accordance with applicable federal, state, and local laws.

Why You'll Love This Role

This position offers a unique opportunity to gain experience across multiple hotel disciplines—including Reservations, Front Office, Housekeeping, and Accounting—while building the operational knowledge needed for future advancement into Sales or other hospitality leadership roles. Every day presents new opportunities to learn, collaborate, and create exceptional guest experiences while living our purpose:

To care for you on our journey together.

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.