Reservations Agent
Sheraton Hotel Newfoundland
St. John's, NL


To create reservations based on individual or group guest requests to secure rooms within the property management system in a prompt, courteous and accurate manner to maximize hotel revenues.

Primary Responsibilities:

  • Follows Hotel Standards when answering the phones and booking hotel rooms.
  • Processes guest reservations using Marsha, GXP, Empower, Reservations and Lightspeed for groups and/or individuals.
  • Upsells rooms where possible according to established procedures to maximize hotel average room rate; utilizes yield management strategies to ensure a full house whenever possible.
  • Processes revisions, information updates and/or cancellations according to guest reservation requests and upsell where appropriate.
  • Provides accurate information about the city and the surrounding attractions; email hotel-specific information sheets and brochures to guests as needed.
  • Reservations of current rates, rate changes and all promotions: assists Area Reservation Manager with regards to room forecasting.
  • Utilize GXP mobile chat timely and to brand standard.
  • Participates in Pre-Arrival planning.
  • Runs daily reports such as, Arrivals Report, Cancellation Report, etc.
  • Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
  • Provides a professional image at all times through appearance and dress.
  • Follows company policies and procedures
  • Ability to work days, nights, weekends and holidays.

Note: Other duties as assigned by supervisor or management


Education/ Experience: High School diploma or equivalent and some customer service, sales or Office Administration experience, is preferred.

Certification and/or License Requirement: None.


Interpersonal skills.

Computer skills.


Oral Communication.

Selling skills.

Customer service.

Working Conditions:

Will be required to work nights, weekends and holidays.

Will be required to work in fast paced, stressful environment.

May be asked to work overtime.

Job Type: Full-time