Reservation Agent

About the role

Sheraton is looking for a Reservation Agent to handle guest reservation requests, changes and cancellations received by phone, fax or mail. The role covers checking availability, explaining policies and entering reservations into the hotel's reservation system.

Key responsibilities

• Process reservation requests, changes and cancellations received by phone, fax or mail.
• Identify guest needs, determine the appropriate room type and verify its availability and rate.
• Explain guarantee, special rate and cancellation policies to callers and accommodate and document special requests.
• Answer questions about property facilities, services and room accommodations.
• Use sales techniques to maximise revenue and enter data in the reservation system, including special room types such as complimentary rooms, employee discounts, travel agent inspection rates and wholesale reservations.
• Follow proper escalation procedures for guest concerns and comply with company policies, confidentiality and asset protection rules.
• Welcome guests, assist people with disabilities and use clear, professional language and telephone etiquette.
• Move objects weighing up to 10 pounds without assistance and perform other reasonable duties asked by supervisors.

Required profile

• High school diploma or G.E.D. equivalent.
• No related work experience or supervisory experience required.
• No license or certification needed.