Job Description

About Adventures on the Gorge:​

Adventures on the Gorge is a premier outdoor adventure destination located on the rim of the New River Gorge in West Virginia.  Offering world-class whitewater rafting, ziplining, rock climbing, and more, the resort combines thrilling experiences with cozy accommodations, exceptional dining, and breathtaking views. With a mission to create unforgettable memories, Adventures on the Gorge is the perfect place for adventurers and nature lovers alike.

As a Reservations Agent at Adventures on the Gorge, you will play a vital role in ensuring visitors have an exceptional experience during their time at the resort and around the New River Gorge National Park and Preserve. You’ll assist visitors with booking lodging, guided tours, and other resort offering while providing accurate information about the resort’s attractions, rules, and policies. This position requires a passion for customer service, high attention to detail, and enthusiasm for outdoor recreation.

Position Type : Seasonal
Season Dates : Early March - November - Subject to change

Housing : Employee housing is offered for this position.

Location: May include working on-site at Adventures on the Gorge or at the New River JetBoat site at Hawks Nest State Park Lodge.

Job Responsibilities

Reservation Management:

• Handle inquiries and process reservations for lodging, activities, third party vendors and other offerings into the resort via The FlyBook reservation system. (training provided).
• Use the Revinate call monitoring system to answer incoming resort calls. (training provided)
• Maintain accurate and up-to-date records in the reservation and call system.
• Assist visitors with modifying or canceling existing reservations while adhering to resort policies.

Visitor Communication:

• Provide detailed information about resort amenities, transportation schedules, and regulations.
• Address customer questions, concerns, and complaints professionally and promptly.

Collaboration:

• Coordinate with onsite activity managers to ensure availability and smooth operations for tours and lodging spaces.
• Communicate special needs or requests to relevant departments, such as accessibility accommodations or group bookings.

Administrative Duties:

• Process payments securely and issue confirmations or receipts.
• Generate reports on reservations, occupancy rates, and visitor feedback.
• Stay updated on resort changes, closures, and policies to provide accurate information to visitors.

Qualifications

Education & Experience:

• High school diploma or equivalent preferred.
• Prior experience in customer service, reservations, or hospitality preferred.

Skills:

• Strong interpersonal and communication skills.
• Proficiency with reservation or booking software (training provided for resort-specific systems).
• Ability to handle multiple tasks and maintain organization in a fast-paced environment.
• Working knowledge of Microsoft Products (Outlook, Excel, Word, etc.) and SharePoint

Other Requirements:

• Interest in and knowledge of national parks, outdoor recreation, and area amenities.
• Ability to work weekends, holidays, and variable shifts, as needed.

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