Central Reservations Agent
About The Position
Heritage Companies is seeking a Central Reservations Agent to join its Central Reservations Office team. The agent serves as a key point of contact for guests seeking accommodations across Heritage Hotels & Resorts properties, delivering exceptional guest service while accurately processing reservations, modifications, and cancellations. The role supports a seamless booking experience as well as occupancy and revenue goals. The position handles guest communications and bookings, provides information about properties and local attractions, applies reservation sales techniques, and maintains accurate reservation records. The agent works with hotel teams to address guest concerns and support reservation accuracy, and assists with department initiatives and other assigned duties.
Requirements
- Excellent verbal and written communication skills with a professional telephone presence.
- Strong customer service, organizational, and multitasking skills.
- Sales-minded approach and ability to identify upselling opportunities.
- Proficiency with computers and ability to learn reservation management systems.
- High school diploma or equivalent required.
- 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.
Nice To Haves
- Previous hospitality, hotel reservations, front desk, call center, or customer service experience preferred.
Responsibilities
- 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 about hotel amenities, room types, promotions, and local attractions.
- Use reservation sales techniques and identify 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.
Benefits
- Competitive pay and comprehensive benefits, including a 25% match for 401(k).
- Employee discounts across Heritage Hotels, restaurants, spa, and retail.
- Complimentary meals during scheduled work shifts.
- Free employee parking.
- Growth and development opportunities.
- Inclusive, people-first culture.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
