Reservation Manager

The Reservation Manager at The Luxury Collection Hotel Midtown Manhattan will be responsible for the reservations while providing the guest with the highest level of quality service.

Essential Job Function and Purpose

Responding to all incoming hotel calls for guest requests, reservations and hotel management team. Support and handle requests from the management team, including but not limited to sales, events, business transient, regional, and revenue. as well as clients, including but not limited to a group, event, business transient, entertainment, agencies, and individual guest. All requests will be handled professionally and with urgency and messages for staff will be relayed accurately and efficiently. General office work, such as filing, maintaining records, responding to requests for information, handling phone calls, assisting with planning and executing on- and off-site event-related meetings, and various other tasks as assigned.

Primary Responsibilities

• Manager will be responsible for assisting with group inquiries and requests that are in all sales phases as well as transient guests.
• Supports the management team, including sales, events, business transient, and revenue.
• Make daily, weekly, and monthly reservation reports and statistics and ensure they are distributed to the respective departments.
• Assist the sales, events and revenue team to achieve the maximum possible occupancy and average room rate to meet forecasted and budgeted figures.
• Assist the revenue and front office team in controlling room inventory on PMS, CRS, and sales and event systems.
• Coordinate with appointed Revenue Management to assist with weekly forecasts and the weekly Revenue Meeting.
• Nurturing and growing client relationships through upselling and proactive customer service.
• Ensuring MCR Sales Standard of Procedures are followed and completed accurately.
• Overseeing the management efforts for the hotel: leading by example and mentoring team members to implement smart strategies effectively.
• Communicating to colleagues detailed plans for all upcoming guests, including VIP arrangements and setting up all team members for success.
• Partner with the leadership team to block and coordinate guest room assignments in order to maximize room revenue and efficiencies based on guest arrival and departure patterns.

• Maintaining an accurate, organized, and up-to-date file management system in order to quickly and effectively meet guest and colleagues' needs.
• Exemplifying customer service by interacting with guests before, during and after their hotel stays in a professional, courteous and ethical manner to obtain feedback on product quality and service levels.
• Acting as a liaison between the front desk and housekeeping, serving as an 'expediter' of guest requests, including early check-ins, maintenance requests, housekeeping requests, extra items, etc.
• Having a comprehensive knowledge of all operational departments within the hotel; guest services, reservations, housekeeping, switchboard, accounting, restaurants, bars, and engineering and be able to exercise discretion and independent judgment as it relates to these departments when handling guest needs, employee participation, and all other matters of significance pertaining to the client experience pre-arrival, during their stay and post-departure.
• Must be able to communicate accurately and effectively in verbal and written form with guests and associates so as to respond accurately and completely to people to give directions, instructions, information, answer questions, and provide service as required.
• Working to continuously improve customer service by integrating obtained feedback and personal judgment into action plans.
• Handle administrative office tasks (ordering, phones, maintenance).

Reservations Coordinator Qualifications

• Minimum of two years experience in the hotel rooms and hospitality profession
• Strong computer skills and familiarity with industry-specific systems, such as CI/TY, along with proficiency in Microsoft Office and Google Apps

• Extensive background in understanding front desk, guest service and administrative services

• Excellent time management, organizational and problem-solving skills
• Strong communication skills and customer service experience
• An aptitude for self-motivation
• A can-do attitude and a hands-on approach to client management
• Strong computer skills
• A flexible schedule that allows you to be available days, nights, holidays and weekends based on the demands of the hotel and clients

Our Company

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities .
• MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
• MCR was named one of Fast Company s 10 Most Innovative Travel Companies of 2020 .
• MCR is a three-time recipient of the Marriott Partnership Circle Award , the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer .
• For the TWA Hotel at New Yorks JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS) , the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA

What we offer/Whats in it for you?

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members