Reservation Agent

5 days ago

New York, New York, United States MCR Hotels Full time $45,000 - $65,000 per year

Sheraton New York Times Square Hotel

About The Role
The Customer Care Agent plays a key role in ensuring seamless communication between guests, travel partners, and hotel departments. This position supports both pre-arrival and in-house guests by managing reservation requests, responding to inquiries, and assisting with special arrangements. The ideal candidate is detail-oriented, calm under pressure, and committed to delivering exceptional service consistent with Sheraton's hospitality standards.

Responsibilities

  • Handle all correspondences in relation to reservations
  • Allocate daily tasks to Reservations team
  • Review reservations booked daily for accuracy
  • Review arrival report daily
  • Interview, hire, & train reservation team
  • Implement and communicate all policies and procedures
  • Record and track all Company and Travel Agent Rates- communicate special rates to reservation team
  • Identify Top Producing Accounts ensure proper recognition by Reservation team
  • Be knowledgeable of the hotel, guest rooms, facilities, services and amenities and ensure reservations agents are equally knowledgeable
  • Create Production reports and send to related departments
  • Ensure special handling of repeat guests and every VIP guest
  • Follow up on tentative bookings and update reservation status
  • Review no-show and cancelled reservations and processes charges according to hotel's policy
  • Supervise group reservations
  • Maintain a neat and orderly work area
  • Any other duties as requested by management

Requirements

  • Experience handling heavy phone volume
  • Knowledge Hospitality PMS system a plus in addition to handling 3rd party systems
  • Must be highly motivated & self-directed
  • Exceptional customer service skills required
  • Must possess strong computer skills
  • Excellent communication skills both written and verbal
  • A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel

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