Central Reservations Agent

Heritage Hotels & Resorts Corporate Office • Albuquerque, NM

8d • $16 - $17 • Onsite

About The Position

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.

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.
• 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 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.

Benefits

• Competitive pay
• Comprehensive benefits including a 25% match for 401(k)
• Generous 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