Reservation Agents

Warwick Hotel•Denver, CO

About The Position

Warwick Hotels & Resorts is seeking a service-oriented, detail-focused Central Reservations Agent to handle individual and group room reservations through telephone, email, online booking channels, and other sources. The role is an important point of contact for guests and hotel partners, ensuring reservations are entered accurately and efficiently while providing exceptional customer service. The successful candidate will bring strong communication and sales skills, attention to detail, and a passion for hospitality. The agent also supports hotel departments including Front Office, Housekeeping, Accounting, Food & Beverage, Sales & Marketing, Executive Office, and Guest Services. The schedule is Tuesday through Friday, 12:00 PM–8:00 PM, and Saturday, 9:00 AM–5:30 PM.

Requirements

Excellent verbal and written communication skills.
Strong customer service and interpersonal skills.
Effective sales and upselling abilities.
Strong attention to detail and organizational skills.
Ability to multitask and manage a high volume of inquiries.
Proficiency in Microsoft Outlook, Word, Excel, and other business applications.
Ability to work independently and as part of a team.
Strong problem-solving and decision-making capabilities.
Ability to maintain confidentiality and professionalism.
High school diploma or equivalent required.
Ability to sit and work at a computer for extended periods.
Ability to communicate effectively by telephone, email, and other communication platforms.
Ability to occasionally lift and carry items weighing up to 15 pounds.
Ability to perform repetitive keyboarding and data-entry tasks.

Nice To Haves

Bilingual English/Spanish skills.
One to two years of experience in hospitality, reservations, guest services, front desk operations, call center support, or customer service.
Previous hotel reservations experience.
Experience with hotel Property Management Systems (PMS), such as Opera, SynXis, or similar reservation platforms.
Hospitality, Tourism, Business, or related education.

Responsibilities

Receive and process individual and group room reservations by telephone, email, online channels, and other booking sources.
Enter reservation details accurately into the Property Management System (PMS).
Answer questions about room types, rates, hotel amenities, services, promotions, and local attractions.
Use sales techniques to maximize revenue through room upgrades, package offerings, and upselling.
Provide professional, courteous, and efficient service during guest interactions.
Process email, fax, wholesale, and online reservations accurately and promptly.
Send confirmation letters, reservation documents, and hotel information as requested.
Conduct reservation audits and quality checks to verify booking accuracy.
Maintain reservation files, reports, and correspondence according to company standards.
Respond to guest inquiries and service requests.
Assist with routing requests related to housekeeping, food and beverage, guest services, and concierge-type assistance.
Communicate with hotel departments to ensure guest needs are addressed promptly.