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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