Reservation Agent

MCR•New York, NY

56d

About The Position

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.

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

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