Central Reservations Agent

Hotels & Resorts, Inc.; Albuquerque (NM); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Competitive pay

25% match for 401(k)

Generous employee discounts

Complimentary meals during shifts

Free employee parking

Growth and development opportunities

Job summary

Hotels & Resorts, Inc. in Albuquerque, New Mexico is seeking a Central Reservations Agent to join the team. In this role, you will serve as a key contact for guests seeking accommodations across properties. You will deliver exceptional guest service while processing reservations, helping create a seamless booking experience.

The ideal candidate will possess strong communication skills, customer service experience, and be computer proficient. The position offers competitive pay, employee discounts, and opportunities for growth.

Qualifications

• Excellent verbal and written communication skills with professional telephone presence.
• Strong customer service, organizational, and multitasking skills.
• Sales-minded approach to identify upselling opportunities.
• Proficiency with computers and the ability to learn systems.

Responsibilities

• Process guest reservations, modifications, and cancellations.
• Book individual and group reservations accurately.
• Provide guests with information on amenities and attractions.
• Utilize upselling techniques to maximize revenue.
• Maintain accurate reservation details.

Skills

Verbal and written communication skills

Customer service skills

Organizational skills

Multitasking skills

Sales-minded approach

Typing proficiency

Education

High school diploma or equivalent

Tools

Reservation management systems

Job description

Description

At Heritage Companies, the culture, spirit, and traditions of New Mexico shape everything we do, including how we support our teams. We’re proud to offer a workplace centered on the experience of our employees, encouraging growth and upward movement across our hotels, restaurants, and destinations. Team members enjoy special perks throughout the state, from hotel and spa discounts to savings at all Heritage restaurants, ensuring every member of the Heritage family feels connected, cared for, and part of something extraordinary.

Why This Role Matters

We are seeking a Central Reservations Agent to join our Central Reservations Office team. In this role, you will serve as a key point of contact for guests seeking accommodations across Heritage Hotels & Resorts properties. You will deliver exceptional guest service while accurately processing reservations, modifications, and cancellations, helping create a seamless booking experience while supporting occupancy and revenue goals.

What You'll Do

• Process guest reservations, modifications, and cancellations through phone, email, and other communication channels.
• Book individual and group reservations accurately using the reservation management system.
• Provide guests with information regarding hotel amenities, room types, promotions, and local attractions.
• Utilize reservation sales techniques and upselling opportunities to maximize revenue and enhance the guest experience.
• Maintain current knowledge of rates, promotions, packages, and property offerings.
• Ensure reservation details are accurate and guest information is properly documented.
• Collaborate with hotel teams to resolve guest concerns and support reservation accuracy.
• Maintain reservation activity logs, reports, and other required documentation.
• Support department initiatives and perform additional duties as assigned.

Why You'll Love Working With Us

• Competitive pay and comprehensive benefits including a 25% match for 401(k)!
• Generous employee discounts across Heritage Hotels, restaurants, spa and retail!
• Enjoy complimentary meals during scheduled work shifts!
• Free employee parking!
• Growth and development opportunities!
• Inclusive, people-first culture!

Requirements

• Excellent verbal and written communication skills with a professional telephone presence.
• Strong customer service, organizational, and multitasking skills.
• Sales-minded approach with the ability to identify upselling opportunities.
• Proficiency with computers and the ability to learn reservation management systems.
• High school diploma or equivalent required.
• Previous hospitality, hotel reservations, front desk, call center, or customer service experience preferred.
• Typing proficiency of at least 30 words per minute required.
• Ability to remain seated for extended periods while using a computer, headset, and telephone.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and peak business periods as needed.