Reservations Agent at the Crosby Street Hotel

Are you passionate about providing exceptional customer experiences in a luxury setting? Firmdale Hotels invites you to become a key player in our highly successful team at Crosby Street Hotel, where elegance meets outstanding service.

Firmdale Hotels is a collection of award-winning, luxury boutique hotels and restaurants, renowned for their unique design and exceptional service. Each property offers a distinctively stylish experience, reflecting our commitment to excellence and innovation in hospitality.

Crosby Street Hotel is seeking a professional, detail-oriented Reservations Agent to join our Reservations team.

The Reservations Agent is responsible for handling individual reservation inquiries from guests, travel advisors, corporate clients and entertainment contacts. The role requires excellent written and verbal communication, strong attention to detail and the ability to deliver knowledgeable, personalized service consistent with the standards of a luxury hotel.

This position reports directly to the Head of Reservations and does not include regular Front Desk or group-reservation responsibilities.

• Respond promptly and professionally to reservation inquiries received by telephone and email.
• Assist direct guests, travel advisors, corporate contacts and entertainment clients with individual room and suite reservations.
• Write polished, accurate and appropriately personalized email responses consistent with the hotel’s service standards.
• Present availability, room categories, rates, packages and booking policies clearly and accurately.
• Recommend suitable room or suite options based on the guest’s preferences and requirements.
• Convert inquiries into confirmed reservations through confident, knowledgeable and personalized communication.
• Create, modify and cancel reservations accurately in Opera.
• Send confirmations, revised confirmations and secure payment or credit-card authorization forms.
• Ensure that reservation details are complete and accurate, including dates, rates, occupancy, billing instructions, cancellation policies and special requests.
• Maintain accurate guest profiles, stay history, preferences and reservation notes.
• Quote approved rates and apply established rate and booking guidelines.
• Refer significant discounts, exceptions, high-value reservations or unusual booking terms to the Head of Reservations for approval.
• Accurately record travel-advisor and commission information, including IATA details where applicable.
• Coordinate special requests and important reservation information with Front Office, Concierge, Housekeeping, Finance and other hotel departments.
• Recognize returning guests, VIPs and high-profile reservations while maintaining professionalism, confidentiality and discretion.
• Review upcoming arrivals, payment requirements, reservation traces and outstanding requests.
• Assist with maintaining the Reservations inbox and ensure that all inquiries receive timely and complete follow-up.
• Remain informed about the hotel’s room categories, services, packages, dining options and reservation policies.

• Previous reservations, front-office or guest-services experience within a luxury hotel is required.
• Previous experience using Opera PMS is preferred.
• Excellent written English, including strong grammar, spelling and professional email-writing skills.
• Excellent verbal communication and telephone skills.
• Strong attention to detail and organizational ability.
• Ability to communicate room categories, rates, policies and booking conditions clearly and confidently.
• Ability to write personalized guest correspondence rather than relying on generic or scripted responses.
• Strong guest-service instincts and an understanding of luxury-service expectations.
• Ability to manage multiple inquiries and priorities accurately during high-demand periods.
• Sound judgment and the ability to recognize when supervisory approval is required.
• Discretion when handling VIP, entertainment and confidential reservations.
• Ability to work independently while collaborating effectively with the wider hotel team.

• Previous experience handling travel-advisor, corporate, entertainment or VIP reservations.
• Familiarity with New York City and the luxury-hospitality market.
• Experience with secure payment platforms, commission procedures and travel-agency bookings.