RESERVATIONS MANAGER

Mandarin Oriental New York is looking for a Reservations Manager to join our Rooms team.
Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

2. GUEST EXPERIENCE & PERSONALIZATION

• Review daily arrivals and upcoming reservations to ensure guest preferences, requests, and VIP status are noted and communicated to relevant departments.
• Maintain and enhance the accuracy of guest history profiles to support a personalized and seamless reservation experience.
• Handle all guest inquiries, modifications, and complaints related to reservations with efficiency, professionalism, and a commitment to service excellence.

IT IS COMPANY POLICY TO COMPLY WITH THE AMERICANS WITH DISABILITIES ACT, INCLUDING BY PROVIDING REASONABLE ACCOMMODATIONS THAT DO NOT CONSTITUTE AN UNDUE HARDSHIP ON THE COMPANY. COLLEAGUES OR CANDIDATES SHOULD DIRECT REQUESTS FOR ACCOMMODATION TO THE DIRECTOR OF PEOPLE AND CULTURE.

We’re Fans. Are you?

5. FINANCIAL & OPERATIONAL ACCOUNTABILITY

• Control and analyze departmental labor and expenses to remain within budgetary targets without compromising service quality.
• Monitor productivity and workflow to identify cost-saving opportunities and process improvements.
• Provide reports, insights, and reservation trend analysis to Revenue and Rooms leadership as required.

8. ADDITIONAL RESPONSIBILITIES

• Ensure a clean, professional, and organized reservations office environment.
• Cooperate fully with other departments and support broader hotel initiatives as needed.
• Perform any additional duties as assigned by the Director of Revenue Management or Director of Rooms.
• Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively
• Cooperate and coordinate teamwork with other departments
• Perform any other reasonable duties as required by the Director of Front Office Operations or Director of Revenue Management
• Prepare for weekly Revenue Meeting in the absence of Director of Revenue Management.
• Review daily guest arrivals to ensure all information is clearly noted and requests are acted upon

THE ABOVE IS NOT AN ALL-INCLUSIVE LIST OF JOB DUTIES AND RESPONSIBILITIES. MANDARIN ORIENTAL, NEW YORK RESERVES THE RIGHT TO ADD, DELETE, CHANGE OR MODIFY THE JOB DUTIES AND RESPONSIBILITIES DESCRIBED IN THIS JOB DESCRIPTION AT ITS DISCRETION WITH NOTICE.

As Reservations Manager, we expect from you:

• 3 years Reservations Manager experience in luxury
• Prior experience with Local 6
• Prior experience with HMS operating system
• Able to communicate written and spoken English
• Excellent overall communication
• Proficient in Microsoft Excel
• Strong mathematical and analytical skills
• Knowledge and grasp of hotel distribution systems (GDS, internet, etc.)
• Able to multi-task
• Training and coaching skills
• Enthusiastic about training, managing and motivating a Team