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Reservations Manager

Posted June 30, 2022

The Pierre, A Taj Hotel, New York
New York, NY
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About This Job

Job Description

  • Must have the ability to work quickly in a high-pressure environment and ability to handle stress.
  • The ability to deal with a discriminating clientele.
  • Experience in selecting and training of reservations staff, conducting performance appraisals and maintaining accountability 
  • The ability to master Forbes Five-Star standards to reservations and ensure Reservations Specialists are also meeting these standards through monitoring and training. 
  • Must have skills to manage and evaluate shop calls.
  • Experience with scheduling staff according to budgeted guidelines, while ensuring maximum service to guests
  • Responsible for the completion of all necessary payroll records and labor forecasts.
  • Control rooms and rate availability in accordance with established guidelines to maximize occupancy and revenue.
  • Work with the Sales Department in handling group bookings, maintaining files, tracing cut-off dates, following up on special instructions, etc.
  • Control all suite reservations in conjunction with the Front Office Manager and ensure special handling of Executive-level corporate clients, heads of state, celebrities, VIPs, and return guests.
  • Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations.
  • Responsible for the review of reservations pick-up and identify reservations that are particular important, high-worth, possible duplicates, or have other attributes that would require extra attention and action.
  • Skills to read and understand revenue and pick-up reports and data. 
  • Manage hotel rooms inventory, including out-of-order rooms, oversell, blocking, and balancing.
  • Responsible for uploading occupancy and ADR data into STR database.
  • The ability to complete rate loading in reservations systems for promotions, packages, corporate and wholesale rates, and consortia programs.
  • Responsible for communicating details on packages and promotions within department, as well as hotel.
  • Establish SOPs and liaise between Reservations Specialists and Director of Revenue Management
  • The ability to troubleshoot reservations systems issues, open tickets with support vendors, and see through to completion.
  • Configure group blocks and generate booking links.
  • The ability to prepare and distribute daily return guests and monthly recap of percentage return guests, daily VIP list, and daily arrivals list.
  • Handle all no-show and late-cancellation charges and disputes.
  • Ensure all reservations staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key associates, special activities, functions in the hotel, and to ensure proper follow-up on all special guest requests.
  • Handle guest complaints, keeping senior management well informed of any problems and action taken.
  • Process monthly Reservations Incentives and compile sales statistics on Reservations Specialists.
  • Responsible for the reconciliation of 3rd party reservations, including Expedia, Booking.com, Metasearch, and Curacity.
  • Research commissions and process reports on a weekly basis.
  • The ability to effectively liaise between Reservations Department and all other hotel departments to maintain collaboration, continue communication, and work towards the overall success of the hotel.
  • Establish relationships with other Reservation Managers in the city as well as within Taj Hotels.
  • Have the ability to display a high level of integrity and professionalism at all times in dealings with guests and employees.
  • Flexibility to perform other tasks or projects as assigned by the Director of Revenue Management or Director of Sales & Marketing.
Job Requirements
  • Must be proficient in Excel spreadsheets, with knowledge of formulas, formatting, and pivot tables; computer literacy is essential
  • Excellent verbal skills in English, proficiency in another language helpful. Pleasant telephone voice and manner required
  • Sound analytical and organizational skills
  • Impeccable attention to detail
  • Two years previous experience in Rooms Division preferred (reservationist, front office receptionist/cashier, assistant manager, concierge)
  • Previous experience with hotel property management systems, especially Opera PMS and SynXis CRS, is helpful
  • The ability to work flexible hours, including shift work, weekends, holidays, and extended hours as required
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About this Employer

The Pierre, A Taj Hotel, New York

2 East 61st Street at 5th Avenue
New York, NY 10065

Telephone (212) 838-8000
Reservations (212) 838-8000

189 Room Hotel

www.tajhotels.com

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Careers with The Pierre, A Taj Hotel, New York


The Pierre, A Taj Hotel, New York continues to set the standard for elegant, unrivaled hospitality in New York City. Its 189 rooms, 49 of which are suites, and superb location on Fifth Avenue steps from Central Park, and within immediate proximity to upscale boutiques and Manhattan's famed Museum Mile, make it a much coveted Upper East Side location. An exclusive Forbes Travel Guide Five-Star and AAA Five Diamond property and a member of Leading Hotels of the World, The Pierre has also been named one of Condé Nast Traveler's"Top 25 Hotels in New York City 2014" and among the "Top Large City Hotels in the United States by Travel + Leisure's 2014 and 2015 World's Best Awards."

Managed by Taj Hotels Resorts and Palaces, The Pierre offers artful and highly personalized service, exemplified by white-gloved elevator attendants, and an expertly trained Guest Relations team who treat guests as royalty.

We are always interested in hearing from those who share our passion for delivering an exceptional guest experience.