What are the responsibilities and job description for the Reservation Agent position at MCR Hotels?
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
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
- 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