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Pyramid Global Hospitality Logo Pyramid Global Hospitality · Hospitality and Tourism

Reservation Agent

United States, Scottsdale · Job Posted February 20, 2026
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Job Description

The Reservation Agent is a key facilitator of the hotel guest's experiences. The main focus of the position is to provide a consistent, accurate friendly and sincere level of guest service to all guests. The Reservation Agent would integrate into a centralized Westroc team.

Job Responsibility

  • Ensure all reservations calls are answered in a timely, professional and courteous manner
  • Maximize every opportunity to close each reservations call, or obtain the caller’s contact information follow-up efforts
  • Follow through on every call with confirmations and information requested regarding reservations
  • Work closely with Front Desk to ensure full occupancy on busy days
  • Ensure all necessary information is received from arriving guests, to facilitate their arrival and comfort prior to and during their stay
  • Keep all reservations accounts, traces and specific requests for each arriving guest up to par
  • Perform additional duties as requested by Reservations Manager
  • Make guest reservations for all resort accommodations
  • Ensure accuracy of reservation, recognize guests’ needs and requests, and properly communicate requests to appropriate departments
  • Promote an understanding of revenue optimization concepts, ideas, and practices to better maximize our Resort’s revenue capabilities
  • Utilize training of reservations software system to successfully and independently complete reservations in a timely manner
  • Generate and audit daily reservations reports as assigned to ensure reservation completion, accuracy, and preparedness
  • Generates additional guest interest in all resort amenities and outlets to assist in achieving ancillary revenue goals and enhance guest vacation experience
  • Responsible for striving to achieve monthly ADR, conversion, and revenue goals
  • Maintains a strong familiarity the Resort and surrounding area
  • Remain up-to-date on all resort and amenity offerings, promotions and campaigns, and changes in policies and procedures
  • Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest’s satisfaction
  • Maintains strong relationships & communications with Accounting, Front Desk and Guest Services teams
  • Interacts with resort staff in a polite and respectful manner
  • Up-sell whenever possible through positioning the product, utilizing sales techniques & training and gathering personal information to anticipate and cater to guests’ needs and help them make an informed decision
  • Other duties as assigned

Requirements

  • Ability to maintain a pleasant disposition and function efficiently in high stress/pressure work environment
  • Solid interpersonal skills and positive attitude
  • Computer experience required
  • Must be able to display effective computer literacy and be familiar with MS Office software (Outlook, Word, and Excel)
  • Knowledge of OPERA, NAVIS Certification, Applications & Software knowledge a plus
  • Knowledge of the internet, GDS and Extranets preferred
  • Minimum one (1) year reservations, sales or related experience
  • Ability to sit continuously to perform essential job functions
  • Clear, articulate telephone voice and excellent professional communication skills required
  • Ability to listen effectively, to speak and write clearly and multitask well
  • Customer service & sales experience preferred
  • Familiarity with the surrounding area is a plus
  • Work varying schedules to reflect the business needs

Nice to have

  • Knowledge of OPERA, NAVIS Certification, Applications & Software knowledge
  • Knowledge of the internet, GDS and Extranets
  • Customer service & sales experience
  • Familiarity with the surrounding area

What we offer

  • Comprehensive health insurance
  • retirement plans
  • paid time off
  • on-site wellness programs
  • local discounts
  • employee rates on hotel stays
  • 401k with a company match
  • recognition programs
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