Reservations Manager Crosby Street Hotel

Reservations Manage Full-time Regular Crosby Street Hotel, New York, NY, US

2 days ago Requisition

Salary Range: $90,000.00 To $ Annually

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

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.

• 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 expedite 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.

• 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…