Central Reservations Agent

Heritage Companies • Albuquerque, NM

6d

About The Position

Heritage Companies is seeking a Central Reservations Agent to join its Central Reservations Office team. The role serves as a key point of contact for guests seeking accommodations at Heritage Hotels & Resorts properties. The agent provides guest service and accurately processes reservations, changes, and cancellations while supporting occupancy and revenue goals. The position involves communicating with guests across multiple channels, using reservation systems, maintaining accurate booking documentation, and coordinating with hotel teams to address guest concerns. The role may also support department initiatives and other assigned duties.

Requirements

• Excellent verbal and written communication skills and a professional telephone presence.
• Strong customer service, organizational, and multitasking skills.
• Sales-minded approach and ability to identify upselling opportunities.
• Computer proficiency 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 by 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 upselling opportunities to support revenue and improve 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% 401(k) match.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED