Reservations Manager at the Crosby Street Hotel
hace 2 días
New York
Job Description Reservations Manager Crosby Street Hotel | Firmdale Hotels Are you a reservations leader who thrives on high-demand, high-stakes work in a luxury setting? Firmdale Hotels invites you to lead the Reservations team at Crosby Street Hotel, where elegance meets outstanding service and every booking counts. Firmdale Hotels is a collection of award-winning, luxury boutique hotels and restaurants, renowned for their unique design and exceptional service. Title: Reservations Manager Location: Crosby Street Hotel, New York, NY Position Type: Full-Time, Exempt Reports To: General Manager Direct Reports: Reservations Supervisor and Reservations Agents Salary Range: $90,000 - $100,000 per year, based on experience Position Overview The Reservations Manager is responsible for the performance, accuracy and service standards of Crosby Street Hotel's Reservations department, a function that directly shapes tens of millions of dollars in annual room revenue. This role leads the Reservations team, protects rate integrity and booking quality, and ensures that every guest, travel advisor, corporate client and entertainment contact receives a response worthy of a luxury hotel. Working closely with the General Manager, Revenue Management, Sales, Events and Front Office, the Reservations Manager turns demand into confirmed, profitable bookings while serving as a professional role model, coach and decision-maker for the team. What The Role EntailsRevenue and Rate Integrity • Ensure that rate strategy, quoting and booking guidelines set with Revenue Management are applied accurately and consistently across all booking channels., • Review and approve significant discounts, exceptions, high-value reservations and unusual booking terms within your authority, and escalate to the General Manager where required., • Monitor pace, pick-up and availability daily, and communicate selling strategies to the team. Attend yield and revenue meetings and translate decisions into action., • Oversee the accuracy of rate codes, packages, room blocks and inventory controls in Opera, and audit them regularly to prevent rate or inventory errors., • Ensure that returning guests and VIPs receive priority when booking, particularly during peak periods., • Ensure that travel-advisor and commission details, including IATA information, are recorded accurately and that commissions are processed in a timely and efficient manner in coordination with Finance., • Complete a daily competitive-set availability and rate review and forward it to the General Manager., • Support forecasting by sharing demand information with Front Office, Housekeeping and other departments for scheduling.Reservations Operations, • Oversee all individual reservations received by telephone and email from guests, travel advisors, corporate clients and entertainment contacts and, in coordination with Sales and Events, group and block bookings., • Ensure that all inquiries are answered to the Firmdale standard, and that all pertinent information is recorded and replied to within 24 hours when processing, amending, cancelling or confirming reservations., • Ensure that reservation details are complete and accurate, including dates, rates, occupancy, billing instructions, cancellation policies, VIP status and special requests., • Ensure that payment authorizations and credit-card information are handled securely and in line with hotel and Finance procedures., • Ensure that pre-arrival checks are completed systematically one week before and again 48 hours before arrival, and that next-day arrivals and VIP lists are verified against correspondence and any adjustments made., • Ensure that guest profiles, stay history and preferences are accurate and that correspondence is filed and archived according to Firmdale procedure., • Oversee the Reservations inbox so that every inquiry receives timely, complete and personalized follow-up.Team Leadership and Development, • Lead, schedule and coach the Reservations Supervisor and Reservations Agents, setting clear performance expectations and conducting regular feedback and reviews., • Identify training needs with the General Manager and Front Office leadership, and ensure the training calendar reflects them. Write and deliver short team training sessions and one-on-one coaching on rate knowledge, Opera, selling skills and personalized correspondence., • Make timely decisions and take appropriate action on problems or conflicts within the team., • Review mystery guest scores and guest feedback and develop action plans to exceed guests' expectations., • Act as a professional role model for the team in service, accuracy and discretion.Guest Experience and Discretion, • Handle VIP, entertainment, high-profile and confidential reservations with professionalism, confidentiality and discretion., • Ensure that guest correspondence is polished, accurate and personalized rather than generic or scripted., • Conduct show rounds for corporate clients and travel advisors when required, and represent the hotel on sales visits with the Sales team.Collaboration, Reporting and Compliance, • Liaise with Sales and Events on leads and group business, and ensure that booking information is communicated to all relevant departments., • Attend Sales, Reservations and morning meetings as required, and maintain a high level of communication with all Heads of Department., • Prepare and share regular reports on reservation production, conversion, cancellations and booking trends with the General Manager and Revenue Management., • Maintain a thorough knowledge of all room categories, suites, rates, packages, dining options and the New York luxury market., • Keep up to date with Front Office procedures and provide support to Front Office or Duty Manager coverage when required., • Be fully aware of the hotel's security, fire and health and safety procedures, and maintain a clean and organized workplace., • Undertake other duties and assignments as directed by the General Manager.What We're Looking For, • Previous hotel reservations experience within a luxury (4-star or 5-star) hotel is required, including experience supervising or managing a team., • Strong working knowledge of Opera PMS (both V5 hosted and Cloud), Synxis/Aven CRS, Duetto, and Onyx Payment Systems., • Exceptional PC and Microsoft Excel skills, with the ability to analyze booking data and prepare clear reports., • Understanding of rate strategy, yield and revenue management principles, and how they affect booking decisions., • Excellent written and verbal English, including professional, personalized email writing and excellent telephone manner., • Exceptional organizational and administrative skills with extreme attention to detail., • Excellent analytical skills and sound judgment, including the ability to recognize when to approve and when to escalate., • Ability to mentor, inspire and hold a team accountable., • Ability to remain calm under pressure and to manage multiple priorities during high-demand periods., • Absolute discretion when handling VIP, entertainment and confidential reservations., • Warm, personable and professional demeanor. Preferred, But Not Required • Experience with travel-advisor, corporate, entertainment or VIP business, and with commission procedures., • Familiarity with GDS, online travel agency extranets and channel management or central reservations systems, and basic PMS to CRS distribution and integrations., • Knowledge of Juyo Analytics., • Familiarity with GDS, online travel agency extranets and channel management or central reservations systems., • Experience in a luxury boutique or independent hotel., • Knowledge of New York City and the luxury-hospitality market.What We Offer, • Competitive salary of $90,000 - $100,000 per year, • Generous paid time off, including NY sick and safe leave, paid vacation days, and personal days, • Comprehensive medical, dental, and vision benefits, life insurance, and New York Secure Choice support for most team members, • Complimentary meals on shift, • Commuter transit benefits available Day 1, • Ongoing training and professional development, including an annual education reimbursement program of up to $3,000, • Social events throughout the year, including holiday parties, team member appreciation events, and more, • Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks, • Departmental and company-wide incentive programs, • And much more!Why Join Firmdale Hotels? Firmdale Hotels is an international, award-winning group of 11 luxury hotels and 10 bars and restaurants in London and New York. World renowned for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design. Recent accolades for Crosby Street Hotel include: • Three Michelin Keys, 2024, 2025, • Conde Nast Traveler 'Triple Crown', 2026, • Conde Nast Traveller Readers' Choice Awards, 2024, 2025, • Top-Rated Tablet Hotels of All Time, 2025, • The Best Boutique Hotels in New York City, Travel + Leisure, 2024, • Certified LEED(R) GOLD by the U.S. Green Building Council A full list of awards and accolades is available at https://www.firmdalehotels.com/b/awards-accolades/ Join us at Crosby Street Hotel and be part of a team that values excellence, creativity, and a genuine passion for hospitality. Apply now to start your journey with Firmdale Hotels! Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. 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