Reservations Agent and PBX Operator

The Jefferson Hotel is seeking a polished and service-driven PBX Operator and Reservations Agent to join our Front Office team. This full-time position plays an essential role in creating a seamless guest experience through reservation management, PBX operations, and professional guest communication. The ideal candidate is detail-oriented, highly organized, and able to multitask effectively while maintaining a warm, polished, and professional presence both in person and over the phone.

Key Requirements

• Availability: Must have open availability to work 8 am – 9 pm any day of the week, including weekends and holidays, with the flexibility to work opening and closing shifts based on business needs.
• Experience: Previous reservations, PBX, front desk, or customer service experience in a hospitality environment preferred.
• Communication: Excellent verbal and written communication skills with a polished phone voice and professional demeanor.
• Multitasking: Ability to manage multiple responsibilities simultaneously while maintaining accuracy, efficiency, and attention to detail.
• Service Orientation: Strong guest service mindset with the ability to create a seamless guest experience through consistent follow-through and proactive communication.
• Technical Skills: Comfortable using computers, reservation systems, and multi-line phone systems.

Duties & Responsibilities

• Manage hotel and dining reservations through phone, email, and online booking platforms
• Operate the hotel PBX system, directing calls professionally and efficiently while assisting guests and internal departments
• Provide accurate information regarding room types, rates, hotel amenities, dining options, and local attractions
• Process reservation changes, cancellations, and special requests with a high level of accuracy and follow-through
• Support front desk operations with reservation base issues
• Coordinate with Housekeeping, Concierge, Engineering, and Food & Beverage teams to ensure seamless guest service
• Maintain detailed and accurate guest records while ensuring confidentiality and professionalism at all times
• Resolve guest concerns professionally or escalate appropriately when needed
• Generate reports and assist with administrative and operational tasks as assigned
• Work collaboratively with team members to support overall Front Office operations and guest satisfaction

Qualifications

• Hospitality training and experience is preferred
• Strong customer service background preferred
• Excellent organizational skills and attention to detail
• Ability to work efficiently in a fast-paced, guest-focused environment
• Professional appearance, positive attitude, and dependable work ethic
• Previous experience with hotel reservation or PBX systems preferred but not required

Traits of a Successful Candidate

• Polished, professional, and guest-focused
• Strong communicator with an excellent phone presence
• Detail-oriented with exceptional follow-through
• Team-oriented and collaborative
• Adaptable and composed in a fast-paced environment
• Proactive, organized, and service-driven

Why Work Here

At The Jefferson Hotel, the Front Office team plays a vital role in shaping each guest’s first impression and overall experience. As a PBX Reservations Agent, you will be part of a collaborative and service-focused environment that values professionalism, communication, and attention to detail. We offer employee meals, complimentary parking, and opportunities for growth within one of Richmond’s most distinguished luxury properties.