Reservations Agent

ABOUT HOTEL DROVER:

Inspired by the pioneering spirit of the West, Hotel Drover delivers true Texas hospitality. Named to honor the legendary cowboys who drove cattle to market across the plains, Hotel Drover is an Autograph Collection® property, offering a truly unique guest experience in the heart of the historic Fort Worth Stockyards.

Our goal is simple. To harness the true spirit of the Stockyards through the legacy of the drover, creating an experience that can only be achieved here in Fort Worth. Proud of where we came from, we greet visitors with a tip of the hat and a firm handshake, welcoming all to enjoy life’s simple pleasures and genuine Texas hospitality.

So, dust off your boots, grab your hat and join us at Hotel Drover.

WHO WE’RE SEEKING:

We’re seeking a unique individual who will embody the heart and soul of the Fort Worth Stockyards while caring deeply about our brand and community – someone who acts as an extension of our mission, values, and culture. This person is driven to create meaningful experiences for our employees, guests, and community.

We want to work with someone who brings a spirit of fun, authenticity, collaboration, and genuine hospitality to their life and work. We are seeking an individual who will whole-heartedly take responsibility for ensuring Hotel Drover successfully delivers Legendary Service to every guest, every day.

We have poured our passion, energy, and excitement into crafting an extraordinary place and brand – and we know that the right Reservations Agent for Hotel Drover will be as inspired and passionate about this vision as we are. Care for people, have a belief in the power of community, and the desire to create extraordinary experiences drive us. You must apply if these things also drive you!

ROLE SUMMARY: The Reservations Agent is responsible for processing all reservation requests, changes, and cancellations while providing exceptional guest service in alignment with the Hotel Drover brand. This role ensures accuracy and efficiency in managing guest room bookings, promotes revenue optimization through effective sales techniques, and delivers warm, personalized service that reflects the true spirit of Texas hospitality. 

ESSENTIAL FUNCTIONS:  

• Process all reservation requests, changes, and cancellations received via phone, email, or other channels in accordance with brand standards. 

• Identify guest needs and determine appropriate room type, rate, and accommodation to best fit the request.  

• Input accurate guest data into the reservation system, ensuring proper coding for all special room types, complimentary stays, employee rates, and wholesale reservations.  

• Respond to inquiries regarding hotel facilities, services, room types, and local attractions. 

• Follow proven sales techniques to maximize room revenue and occupancy opportunities. 

• Accommodate and document all special requests while ensuring thorough communication to appropriate departments.  

• Maintain knowledge of current room availability, special promotions, packages, and pricing strategies. 

• Collaborate with Front Office, Sales, and Revenue teams to ensure alignment between guest expectations and operational delivery. 

• Answer telephones using professional etiquette, ensuring timely and courteous responses. 

• Uphold confidentiality of guest information and protect company assets at all times. 

• All other duties as assigned.  

ENVIRONMENT / PHYSICAL REQUIREMENTS:  

• Ability to remain seated for extended periods while operating computers and telephones 

• Must be able to lift or move objects up to 10 lbs occasionally. 

• Work environment involves moderate noise levels typical of an office setting. 

REQUIRED QUALIFICATIONS:  

• Strong communication skills, both verbal and written, with a commitment to professional and gracious interactions. 

• Ability to multitask and maintain accuracy in a fast-paced environment.  

• Flexible schedule — must be available to work evenings, weekends, and holidays. 

• Strong interpersonal skills with a passion for collaboration and guest satisfaction. 

• Embody Hotel Drover’s Core Values: Hit the Mark, Every Time, Blaze New Trails, Spark Warmth, Be Intentional, Honor All, Do Right, Stay Curious. 

PREFERRED QUALIFICATIONS:  

• Previous hotel or hospitality experience, particularly in reservations, PBX, or front office operations. 

• Experience with Marriott’s reservation systems or equivalent PMS software. 

• Detail-oriented with strong organizational and problem-solving abilities. 

• Familiarity with sales and upselling techniques to maximize revenue. 

Hotel Drover complies with all laws prohibiting discrimination against employees and applicants based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, or veterans' status.