Reservations Agent

Virgin Hotels Central Services LLC•Nashville, TN

About The Position

The Rooms Controller is the operational and experiential anchor of the hotel’s inventory and arrivals strategy. This role is responsible for managing room inventory across all channels, overseeing the arrival queue, supporting luxury and preferred programs, and maintaining constant situational awareness of the operation. This position is highly visible, requiring strong desk presence during peak arrival hours (11:00 AM–4:00 PM) to actively support the Front Desk team, make real-time decisions, and ensure elevated service delivery for all guest types.

Requirements

1-2 years of hotel front office, rooms, or reservations experience (lifestyle or luxury preferred)
Strong working knowledge of HMS or similar PMS systems
Experience managing OTA platforms and third-party reservations
Excellent organizational skills with strong attention to detail
Ability to prioritize, multitask, and make confident decisions in real time
A genuine passion for hospitality and elevated guest experiences

Responsibilities

Serve as the hotel’s inventory champion, ensuring accuracy and strategic use of rooms across all channels
Balance the house daily, protecting room type integrity while maximizing guest satisfaction
Actively manage the arrival queue, prioritizing: VIPs and owners Luxury and preferred program guests Groups and special requests
Maintain strong awareness of room readiness and operational flow, staying present and engaged in the operation
Maintain consistent desk presence between 11:00 AM–4:00 PM, supporting peak arrival activity
Partner with Front Desk leadership to: Resolve room and arrival challenges in real time Make strategic upgrade and room move decisions Support guest recovery and service excellence
Be a visible leader and resource for the team during high-impact moments
Manage reservations and inventory through HMS (Hotel Management System)
Monitor and manage: Info.Nashville inbox Stay.Nashville inbox
Oversee OTA platforms including: Expedia Booking.com Additional third-party channels
Complete end-of-month reconciliation for: Third-party reservations Cancellations and no-shows OTA production and discrepancies
Book and manage luxury travel reservations including: Preferred Hotels & Resorts FROSCH Chase Luxury Travel Other luxury consortia
Ensure luxury program benefits are: Properly applied in HMS Communicated to all operational teams Reflected in guest profiles and stay notes
Prepare, distribute, and track luxury program welcome letters
Process and manage Oaky upgrades with intention and brand alignment
Deliver extremely polished, professional, and brand-appropriate communication across all guest segments: Transient and leisure guests Group guests VIPs and owners Send Pre-arrival communication to Know members.
Support Know Agent pre-arrival communicationby: Reviewing guest preferences and profiles Coordinating amenities and special touches Ensuring thoughtful execution and follow-through
Support credit card authorization processing through Sertifi
Ensure compliance and accuracy with reservation details and payment methods
Partner with leadership on reporting, audits, and operational insights as needed
Lead with Virgin values: heartfelt service, respect, accountability, curiosity, and confidence
Be proactive, solutions-focused, and calm under pressure
Stay connected to the operation—this is not a back-office role
Communicate clearly, professionally, and with intention
Protect guest trust, privacy, and brand standards at all times