Reservations Manager

Our heart, head and hands play a part in everything we do. By caring about the art of hospitality and perfecting every detail, we work together to uplift the lives of others. There is nothing quite like the satisfaction of providing an unrivalled service that is greatly admired.

Corinthia Hotels has announced a management agreement with the Reuben Brothers to operate the former The Surrey Hotel, located on Manhattan’s Upper East Side. The famed property will undergo an extensive renovation and is slated to open in 2024.

The Surrey, a Corinthia Hotel is seeking to recruit a Reservations Manager. The Reservations Manager will oversee and manage the team responsible for all hotel accommodations. The Reservations Manager will handle a variety of tasks including customer correspondence, revenue management assistance, supervisory of team function and inter-departmental support. He/She will be comfortable attending and contributing to forecast and strategy meetings and acting upon direction as necessary. This can include forecasting, inventory management, liaising with hotel partners. The Reservations Manager may perform site inspections and may attend client events as directed by supervisors. We are looking for an experienced professional with previous and relevant supervisory experience in the reservations, sales, or guest relations field.

Summary of Responsibilities

• Ensure the Call Center team is familiar with all accommodations, selling techniques, hotel facilities, services, experiences, hours of operation, key personnel, functions in the hotel and to ensure proper follow-up on all special guest requests.
• Consistently audit customer touch points (email templates, phone messages, website.).
• Maintains full knowledge of hotel suites and guest rooms, rates, packages/programs, experiences, amenities, facilities, outlets, and services in addition to all hotel systems and technologies.
• Run daily reservations and revenue reports for the team, operational departments, Sales & Marketing, Managing Director and Department Heads.
• Assist sales and revenue functions as needed. Act as an integrated part of the Sales team.
• Assist guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival.
• Ensure that all emails and phone requests for hotel booking information, confirmations, and additional details as it relates to all guests’ request are answered.
• Conduct standards testing including call observation.
• Monitor and Reconcile Travel Agent commission payments with the Finance department.
• Understand and enforce hotel credit policies, billing procedures, routing instructions and payment methods.

• Hospitality, Travel or Tourism experience in a luxury environment
• Experience working with Opera PMS System
• Good understanding of revenue management systems & processes
• Excellent attention to details
• Ability to manage own time and others effectively
• Strong communication skills