Remote Reservation Agent

Job Description

ROLE

Remote Reservation Agent

LOCATION

Trailborn Remote

ABOUT

TRAILBORN

Trailborn was founded on a simple idea: Life Should Be an Adventure. We build design-forward, experiential hotels to pull people out of the daily grind and into the great outdoors. Our locations are at the heart of our country’s most extraordinary outdoor destinations—from national parks to wine country, and snow-capped mountains to sun-soaked beaches.

With five properties located in North America’s most iconic outdoor destinations, including Trailborn Rocky Mountains in Estes Park, Colorado; Trailborn Highlands in the Blue Ridge Mountains of North Carolina; Trailborn Grand Canyon in Williams, Arizona; and Trailborn Surf & Sound in Wrightsville Beach, North Carolina, Trailborn brings thoughtfully designed, boutique accommodations to regions where nature and adventure converge. Additionally, Trailborn has a robust pipeline of properties opening in 2025 and 2026 including Mendocino, California.

ABOUT OUR VALUES

We believe in HEART – Honesty, Excellence, Action, Results and Team

ABOUT OUR ROLE

We are looking for a Remote Night Reservation Agent with a passion for hospitality and customer service to plan and organize one-of-a-kind experiences for our guests. Reservation agents must be willing to gain thorough knowledge of our Trailborn properties, as well as the greater area to tailor recommendations to each guests’ individual needs and desires. This position is also responsible for monitoring all online reservations to ensure correct entry and billing. This is primarily a computer and phone-based remote position specifically working the hours of 3pm to 11pm PST.

ESSENTIAL

FUNCTIONS

Answer incoming calls in a friendly and efficient manner

Provide guests with the requested information concerning the hotel and its services as well as the surrounding area

Accurately process all incoming reservations received via phone, email, internet, or in-house correspondence

Audit reservation and rate details against rate profiles and third party booking systems

Verify cancellation and no-show revenues against rate profiles and third party booking systems

Manage group rooming lists and block setup in PMS

Actively upsell other resort experiences, such as recreation activities, packages, and amenities

Enter third party payment information and ensure data security

All other duties as assigned

QUALIFICATIONS

Minimum Qualifications:

2+ years of customer service experience required experience in a hotel setting is preferred.

Prior Reservations Department experience is preferred.

Professional, positive, and courteous phone and email etiquette is required.

Exceptional attention to detail is a must.

Intermediate to advanced typing and computer skills. Must quickly learn and move between various software programs, including property management system, hotel operations platform, and customer relationship management system.

Ability to report information accurately and efficiently.

Driven personality with desire to learn and progress.

Ability to sit for up to eight hours a day.

Previous experience with remote work.

Flexibility to work remotely, 3pm-11pm PST, weekdays and weekends, and some holidays.

Must be able to read and write in English.

Basic Competencies:

High level of professionalism, able to follow instructions with follow-up, respect, and integrity.

Understand oral and written communications, follow detailed directions, and provide clear instructions/directions.

Basic skills such as: attention to detail skills, reasoning skills and multi-tasking and prioritization skills.

EMPLOYMENT CONDITIONS

Work safely to ensure company equipment is secure.

Complete required training programs.

Work hours may include a nonstandard workweek, overtime, and various shift work as needed.

PHYSICAL

REQUIREMENTS

Prolonged periods of sitting while working on a computer and answering calls.

Frequent use of hands and fingers to type, navigate reservation systems, and use a telephone or headset.

Ability to wear a headset for extended periods for calls and virtual meetings.

Clear verbal communication skills to assist customers effectively over the phone.

Visual acuity to read screens, review booking details, and enter data accurately.

Occasional reaching or bending to access office equipment or materials in a home workspace.

WORK ENVIRONMENT CONSIDERATIONS

A quiet, dedicated workspace free from distractions.

Reliable high-speed internet connection for seamless communication.

Proper ergonomic setup, including a comfortable chair, desk, and screen positioning to reduce strain.

ABOUT OUR

BENEFITS

Why You’ll Love Working Here

Comprehensive Benefits: Affordable medical, dental, and vision insurance with company contributions.

Secure Your Future: 401(k) plan with a company match.

Recharge & Grow: Enjoy paid time off and learning programs to advance your career.

Join us and thrive in a workplace that values you!

SCHEDULE

Hospitality demands a flexible schedule that may require extended hours as the business requires coverage including seasonality– on any day at any hour, including evenings, weekends, and holidays. This position has a varying daily schedule. It requires flexibility to work AM or PM shifts, on weekdays and weekends.

SALARY

$16 to $17.50/hour

JOB STATUS

Full Time

FLSA

Non-Exempt (Hourly)

EQUAL EMPLOYMENT OPPORTUNITY

Trailborn is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive and supportive workplace for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local laws.

If you require assistance or an accommodation due to a disability, please inform us during your application process.

The specific statements shown in each section of this Job Description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. The job’s responsibilities/tasks may be modified and/or expanded over time without prior notice. The Company will try to give as much notice as practical when changes are made.

Full-time

Fully remote