Reservations Agent

About the role

The Reservations Agent will be the first point of contact for guests seeking to book, modify, or cancel stays at The Shelbourne Autograph Collection. Working in a dynamic front‑office environment, you will ensure accurate reservations while delivering a high level of service.

Key responsibilities

• Process reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest needs, determine appropriate room types, and verify availability and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests and answer questions about hotel facilities and services.
• Apply sales techniques to maximize revenue and input all data accurately into the reservation system.
• Code special reservation types (e.g., complimentary rooms, employee discounts, travel‑agent rates) correctly.
• Follow escalation procedures for guest concerns and adhere to all company policies and appearance standards.
• Maintain confidentiality of proprietary information and protect guest privacy.
• Perform light physical tasks such as moving objects up to 10 lb.
• Support team goals and contribute to a positive work environment.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior reservation experience required.
• Strong communication skills and professional telephone etiquette.
• Ability to work collaboratively and follow established procedures.
• Willingness to handle occasional light lifting.

Required skills