Reservation Agent

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