Reservations Agent

Job Purpose:

As the voice behind the guest experience, the Reservations Agent plays a pivotal role in shaping a guest’s journey before they ever set foot on property. This role is about more than booking rooms—it’s about creating confidence, excitement, and a sense of welcome through every interaction. The Reservations Agent ensures that each guest’s needs, preferences, and expectations are thoughtfully understood and reflected in their reservation, setting the stage for exceptional hospitality. With accuracy, poise, and a warm, knowledgeable approach, this team member provides the crucial first touchpoint in the Main Street experience.

Essential Duties and Responsibilities:

• • Serve as the first point of contact for prospective and returning guests, delivering friendly, knowledgeable service by phone, email, and online platforms.
  • Accurately process individual, group, and special event reservations in the property management system (PMS), ensuring detailed notes and preferences are captured.
  • Anticipate and uncover guest needs, offering thoughtful recommendations, upgrades, and enhancements to elevate the stay.
  • Effectively communicate room availability, rate structures, packages, and hotel policies while aligning with brand standards and revenue strategies.
  • Coordinate with front desk, sales, and operations teams to ensure a seamless handoff and alignment across departments.
  • Assist with pre-arrival communications, confirmations, special requests, and modifications to support a personalized and streamlined guest experience.
  • Maintain up-to-date knowledge of the hotel offerings, seasonal promotions, and local attractions to provide well-informed guidance.
  • Uphold accuracy, organization, and professionalism in all reservation records, documentation, and communications.
  • Perform any and all other duties as requested by management in support of guest services and hotel operations.

Education & Experience:

High school diploma or equivalent required.

Previous experience in hotel reservations, call center, or guest services preferred.

Experience with PMS (Property Management System) software a plus.

Strong written and verbal communication skills, with attention to detail and data accuracy.

Comfortable navigating multiple systems and managing a high volume of inquiries.

Professional Characteristics:

Naturally warm, clear communicator with a passion for service and hospitality.

Proactive, solution-oriented, and able to maintain composure under pressure.

Team player who collaborates well across departments and adapts to changing priorities.

Detail-focused and organized, with strong time management and follow-through.

Confident and courteous phone presence with the ability to build rapport quickly.

Physical Requirements:

Must be able to remain in a seated or standing position for extended periods.

Ability to use a computer, phone, and headset for prolonged periods.

Must be able to perform repetitive tasks and manage multiple screens efficiently.

Work Authorization: Must be eligible to work in the United States.

EEO Statement: Main Street Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law.

Main Street Hospitality Values:

• We are kind to one another

• We embrace change

• We invest in community

• We act with integrity

• We take responsibility for our actions

I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed. I accept responsibility for knowing the modifications and/or changes in the job description. I can perform the essential functions of this job as listed above, with or without reasonable accommodation.