Reservation Agent

Location

Inn of the Mountain Gods
287 Carizzo Canyon Rd
Mescalero, NM 88340, USA

Reservations Manager and Supervisor

The Reservations Agent will create, change, cancel and confirm reservations over the phone for the hotel and special events by navigating the Hotel Information System (HIS). The agent can fully explain and “up‑sell” our resort to callers and assist guests with any or special requests.

• Answer, screen, and route all incoming reservation calls using telephone standards.
• Create, change, cancel, and confirm reservations for transient, Apache Spirit Club, and group guests.
• Explain and upsell resort amenities, promotions, and facility information to callers.
• Maintain accurate call records and documentation.
• Connect interoffice and house calls via private branch exchange (PBX) standards.
• Adhere to regulatory, departmental, and casino policies and procedures.
• Perform additional duties as required by management.

• Ability – Demonstrate hospitality behaviors, understand where to find needed information, and apply technical skills to meet standards.
• Performance – Meet expected results, respond to obstacles, take ownership of problems, and protect property.
• Behavior – Maintain company standards, approach activities with enthusiasm, respect individuality, and speak positively about guests and team.
• Service – Serve guests, communicate needs, act quickly to meet/exceed needs, and take ownership of guest problems.
• Professionalism – Meet appearance standards, support reputation, adhere to attendance policies, and be available for all events and concerts.
• Communication – Provide necessary information, listen, ask questions, and report complaints and issues to supervisors.
• Team Work – Prioritize team success, help teammates, resolve conflicts, support other departments, and share improvement ideas.

• High School Diploma or GED.
• One year of customer service experience with excellent communication and computer skills.
• Healthy, friendly attitude, proven dependability, and willingness to work all shifts, weekends, and holidays.
• Must pass a pre‑employment drug screening and background investigation.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position. The team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices.

The team member must occasionally lift and/or move up to 50 pounds and stand for several hours.

The noise level is loud. The team member may be exposed to second‑hand smoke, biohazardous fluids, hostile environments with guests, and high‑stress situations.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.