Reservation Agent Fitzpatrick Hotel - 3.8 New York, NY Job Details Full-time $24 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Life insurance Qualifications English High school diploma or GED Attention to detail Problem-solving Organizational skills Full Job Description About this role: The Reservations Agent is a 100% office-based hospitality role, working from our beautiful dedicated reservations office located just a short walk from our hotels. Rather than working from a busy hotel front desk, this position allows you to focus entirely on creating an exceptional guest experience by phone and virtually, while working comfortably at your computer in a professional office environment, with complimentary coffee and gelato! The Reservations Agent provides warm, courteous, and prompt service while managing guest room reservations, modifications, cancellations, and information requests. As an important extension of our hotel teams, you will ensure reservations are booked accurately and efficiently while making every guest feel genuinely welcomed and cared for before they ever arrive at the hotel. This Role Is Perfect for

You IF:

You are a warm, upbeat person who can create a genuine connection with guests over the phone. You are highly organized and detail-oriented and genuinely enjoy computer-based work and managing multiple reservations and requests accurately. You have customer service experience and are extremely comfortable learning and navigating technology. You are a fast learner and confident problem-solver who can remain positive, professional, and composed when handling reservation challenges or complex guest requests.

Job Duties:

Guest Communication & Service Receives and manages incoming guest calls and emails in a prompt, friendly, and professional manner: Answers incoming calls within three rings. Provides accurate information regarding hotel rooms, rates, packages, services, and availability. Assists guests with reservation requests, questions, modifications, and general inquiries. Reservation Management & Accuracy Utilizes the hotel's reservation system to accurately process and manage all types of reservations, including: Individual reservations Internal and management reservations Travel agent discounts Email reservation requests Stays updated on any changes in rates, policies, or services to consistently provide accurate information to guests. Ensures all reservation details and coding, including rate type, booking source, and travel agency information, are complete, accurate, and up to date. Guest Needs & Problem-Solving Assesses each potential guest's accommodation needs and recommends appropriate room options based on their individual needs and availability. Effectively resolves reservation questions and challenges while keeping the Reservations Manager informed of significant issues as needed. Utilizes guest history and preference information to: Recognize returning guests and their individual preferences. Provide personalized accommodation recommendations based on guest preferences, travel profiles, and availability. Help ensure a seamless and personalized reservation experience. Additional Duties Up-sells room categories and hotel services to guests, leveraging knowledge of the hotel's facilities, services, and special promotions to maximize revenue. Ensures accurate billing and payment processes: You will be responsible for ensuring that the reservation is secured and correct. Collaborates with other departments, such as sales, housekeeping, and front desk, to ensure guests receive exceptional service and to resolve any issues that may arise. Additional duties as requested by management.

Qualifications:

Previous hotel reservations, front office, call center, or luxury hospitality experience preferred. High school diploma or equivalent is preferred. Experience with hotel property management systems (we use HMS and Synxis) and reservation platforms preferred. Exceptional customer service and communication skills in both written and spoken English. Professional, positive, and guest-focused attitude. Strong attention to detail and organizational abilities. Proven ability to work in a fast-paced environment, handle multiple tasks simultaneously, and prioritize workload effectively. Proficiency in Microsoft Office and general computer applications About the

Company:

The Fitzpatrick Hotel Group (FHG) is proudly comprised of two boutique hotels in the heart of

Midtown Manhattan:

Fitzpatrick Grand Central, located directly across from Grand Central Terminal, and Fitzpatrick Manhattan Hotel, situated on Lexington Avenue in Midtown East. Family-owned and operated, the Fitzpatrick Hotel Group is led by John Fitzpatrick, who proudly continues his family's long-standing tradition of Irish hospitality. His vision is centered on creating a welcoming atmosphere where every team member and guest is treated with genuine warmth, personalized service, and exceptional care.

Pay:

$24.00 per hour

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off

Work Location:

In person