Reservations Manager - The Fifth Avenue Hotel, A Flâneur Member

Job Summary

Flâneur Hospitality’s flagship property, The Fifth Avenue Hotel, is seeking a Reservations Manager to supervise the reservations department.   The position will oversee and respond to telephone, email, text, chat and internet inquiries, and employ sales techniques in order to secure and process reservations for guest accommodations in accordance with established guest service standards.

The Reservations Manager is property based and can not be a remote or work from home position.

As an ambassador of The Fifth Avenue Hotel, The Reservations Manager will embody our values:  Curiosity - Authenticity - Creativity - Passion - Inclusion - Harmony

Potential Career Path

Area Director of Reservations or Revenue Manager

Reports to 

Director of Revenue

Essential Job Functions

• Answer the telephone, greet prospective guests in a friendly manner and respond to callers' inquiries and requests.
• Respond to email, phone, chat, in-house guest texts and internet inquiries promptly and accurately.
• Provide accurate information regarding availability, accommodations, transportation, room rates and hotel amenities.
• Assign reservations based on guest preferences and availability; provide confirmation number.
• Lead and train members of the reservations department to The Fifth Hotel standards.
• Input and retrieve data using the computer reservation system utilizing codes for efficiency.
• Answer questions regarding hotel facilities and services, local attractions, directions etc.
• Answer questions regarding connecting room, suite availability to sales, front office and other staff members of The Fifth Avenue Hotel.
• Communicate applicable deposit and guarantee policies as requested.
• Manage multiple media simultaneously – phone, email, reservation system, chat, PMS (property management system), website, guest experience tools
• Follow established & create new SOPs (standard operations procedures), to ensure timely and accurate tracking, delivery and resolution for all customer requests and complaints
• Ensure speedy and appropriate departmental communication for all guest requests and follow through to completion
• Promote Flaneur Hospitality and any specific marketing campaigns of the Fifth Avenue Hotel.
• Follow sustainability guidelines and practices related to the Fifth Avenue Hotel.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Follow all official processing policies for credit cards and any other financial payment policies.
• Travel for training, conferences, and meetings as needed.
• Foster strong working relationships with all departments including Front Office, Housekeeping, Sales 
• Execute, maintain and update daily checklist.
• Daily, weekly and monthly reporting.
• Attend daily/weekly/monthly meetings as required.
• Work as Manager on Duty as needed.
• Assist in yield and revenue management.
• Perform other duties as requested by management.

Position Requirements

• High school diploma or equivalent.
• Previous customer service experience preferred.
• Navis Sales System experience preferred.
• HMS Infor knowledge and understanding preferred.
• Previous management or supervisory experience required.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

HHM is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.