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Reservation Agent

posted August 1, 2019

Heritage Hotels and Resorts
Albuquerque, NM
506595 l

About This Job

Job Overview:

A Reservation Agent at the Central Reservations Office is responsible for ensuring guest satisfaction through booking guest requests to secure rooms within the property while being courteous and accurate to maximize hotel revenues.


  • High school graduate or equivalent.
  • Pleasant speaking voice
  • Previous reservations and PBX experience preferred
  • Excellent written and verbal skills.
  • Must be able to type accurately (30 words per minute).

What you will be doing:

  • Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
  • Books guest reservations for individuals and/or groups that are requested either by phone or from within the hotel using the reservations system.
  • Upsells rooms where possible according to established procedures to maximize hotel average room rate; utilizes yield management strategies to ensure a full house whenever possible.
  • Processes cancellations, revisions and information updates on changes; processes guest reservation requests for other hotels within the hotel system.
  • Ensures proper verbiage is used when answering the phones and selling hotel rooms.
  • Provides accurate information about the city and the surrounding attractions when asked by guests; mails hotel-specific information sheets and brochures to guests as requested.
  • Stays informed of current rates, rate changes, and all promotions.  Completes daily logs to record the number of calls, bookings and cancellations.
  • Collaborate with staff development and provide required feedback and assist to answer all incoming calls and manage all online inquiries.
  • Process all incoming reservations received via rooming list, email, in house correspondence and any other source.

Job requirements

  • Experience in hospitality reservations or front desk is preferred.
  • Strong communication skills and excellent customer service practices.
  • Detailed and sales oriented.


Indoor office setting with a desk, file cabinets, computers, telephones and with brightly lit fluorescent overhead lights. Great work environment with a wonderful view of the city.

Compensation: 10.50


About This Employer

Heritage Hotels and Resorts

201 3rd Street NW, Suite 1140
Albuquerque, NM 87102

(505) 836-6700

Management Company

About Us

Heritage Hotels & Resorts, Inc. offers guests an authentic Southwestern experience in New Mexico’s best tourist destinations. Each of our hotels and resorts in New Mexico celebrates the rich, multi-cultural heritage of the Southwestern United States, drawing from our unique blend of Native American, Mexican, Spanish and American Western cultural and historical influences. Through our architecture, interior design, original artwork, landscaping, entertainment, and cuisine, Heritage Hotels & Resorts provides guests with an authentic, cultural experience in Santa Fe, Albuquerque, Taos and Las Cruces.

Many of our New Mexico hotels feature historically significant pieces of art, are pet friendly and offer the best family vacation destinations in the country. We’re extremely proud of our heritage and the way in which our New Mexico resorts and hotels offer lodging options for guests.