RESERVATIONS AGENT
Job Description
Overview
At PUBLIC, service is at the heart of everything we do. Our team delivers a service that is
personal, gracious, friendly, knowledgeable, and genuine. We believe in creating memorable
experiences by connecting with guests on a human level—through passion, empathy, curiosity,
and authenticity. We welcome candidates from all backgrounds and experiences. We are an
inclusive employer and celebrate diversity in all forms. PUBLIC is committed to creating an
environment where everyone feels welcomed, respected, and supported. This is a unique
opportunity to join the latest venture from iconic hotelier Ian Schrager and help shape the
continued growth of the PUBLIC brand.
Overall Objective - The Reservations Agent is a great salesperson who believes in their
product and enjoys converting each and every call or request into new experiences for the
guest, and revenue for the hotel. They are intelligent, knowledgeable, and seek every
opportunity to upsell—they enjoy the energy of driving direct bookings and yielding strategies.
They are smart, have great communication skills, win every day, and have fun while doing so.
Their guests feel they have gotten the best deal out of every interaction with them. The
reservation agent works under the direction of the Director of Sales and Marketing to achieve
specific sales targets.
Essential Job Functions:
- Answer PUBLIC phones within three rings with a smile and engage with guests in a
caring, thoughtful, and energetic manner
- Answer all web chats and email requests within the predefined service standard
- Accept all room reservations, changes, and cancellations with grace and follow all
protocol, including securing payment for billing as well as quote pricing aligned with
PUBLIC Standard Operating Procedures
- Handle all guest conflict, concerns, and billing issues as needed, aligned with PUBLIC
Core Values and Standard Operating Procedures.
- Inputting of all group reservation lists and managing any changes to names, arrival or
departure dates
- Create booking links for courtesy blocks and call-in groups
- Sell and describe all aspects of PUBLIC, the rooms, the hotel, the food & beverage
offerings and describe all aspects of the room categories and amenities to all guests—
achieve specific upsell targets
- Know everything about the design of the hotel, including architects and artists
- Reorganize inventory and balance room types/house oversells to maximize revenue
and guest satisfaction, under the guidance of the Public Advisor Manager and DOSM
- Be an expert in concierge services, referring to PUBLIC’s Neighborhood Guide to
recommend the best places to dine, drink, shop, and be entertained throughout the
various New York Neighborhoods, especially our Lower East Side locale.
- Curate guest communication to be special for each guest, differentiate between
returning and first-time guests. Work closely with A&D to upgrade and VIP guests
- Provide excellent, friendly, courteous and professional service to all internal and
external guests, in every interaction.
- Review all penthouse bookings and confirm payment, arrival times and amenities
- Weekly calls with Sabre call center for training and updates
- Process TACS commissions every two weeks
- Reconcile Sabre voice agent invoices
- Work closely with marketing to maintain add-ons with Oakey
- Maintain Synixis booking engine with proper photos and copy
- All other responsibilities, tasks and special projects as assigned by leadership
Qualifications and Required Skills:
- Professional telephone and email communication etiquette
- Organized and capable of multi-tasking and time management
- Mastering of PMS (Stay N Touch) and all technology related to Reservations
- Ability to always maintain a positive and professional attitude
- Know how to participate in a team environment and assist other departments when
needed, providing lateral service.
- Minimum of 3 years’ reservations or sales experience in hospitality or a related industry.
- Demonstrated success in achieving or exceeding sales targets.
- Excellent communication, negotiation, and presentation skills.
- Strong organizational and time management skills.
- High proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Experience with Delphi and StayNTouch a plus.
- Ability to work a flexible schedule including evenings, weekends, and holidays as
needed.
- Professional, polished appearance and demeanor consistent with brand standards.
- Friendly, energetic, authentic, and team-oriented approach.
- Fluency in English (written and spoken).
- Physical requirements: Ability to talk and hear, Ability to stand, walk, bend, lift up to 30
pounds, and reach with hands and arms. (The physical demands described here are
representative of those that must be met by an employee to successfully
perform the essential functions of this job. Reasonable accommodations may be made
to enable individuals with disabilities to perform the essential functions.)
- This job description is not an exclusive or exhaustive list of all functions that a team member in
this position may be asked to perform. Responsibilities may evolve based on operational needs
and will be discussed with the team members as necessary.
This document does not constitute an employment contract and reflects the responsibilities and
expectations at the time of writing. Employment at PUBLIC is at-will and may be terminated at
any time by either party, with or without cause or notice.
Due to the nature of the hospitality industry, team members may be required to work varied
schedules, including overtime, weekends, and holidays, based on business needs. Additional
responsibilities may be assigned by the supervisor or department head.
Team members are expected to follow all PUBLIC policies and maintain awareness of fire,
health, and safety regulations.
ADDITIONAL INFORMATION
- This description reflects the job content at the time of writing and may evolve based on
operational needs.
- Team members may be required to work varying schedules, including overtime,
weekends, and holidays.
- Team members will actively follow all PUBLIC policies and comply with health, safety,
and fire regulations.
- This role does not constitute a contract of employment; employment is at-will.
- This position is full-time on property and does not allow for remote work.
EQUAL OPPORTUNITY EMPLOYER
PUBLIC is an equal opportunity employer. We select, train, and promote the most qualified
individuals regardless of race, gender, sexual orientation, age, religion, national origin, disability,
veteran status, or any other protected category. PUBLIC complies with all applicable local,
state, and federal laws, including the California Fair Employment and Housing Act (FEHA).
