Reservations Manager

As the Reservations Manager, you will work directly with the Director of Reservations and the Director of Revenue Management to oversee the day-to-day operations of the Reservations Department while ensuring Forbes Five-Star service standards, operational excellence, and revenue optimization. You will lead and mentor the Reservations Sales Agents, support all guest-facing and internal departments with reservation-related inquiries, and ensure the accuracy and efficiency of all reservation processes. This role requires strong leadership, exceptional communication skills, deep systems knowledge, and a passion for delivering luxury service. 

You will monitor market trends, evaluate performance data, ensure the accuracy of reservation systems, and help execute strategies that maximize revenue and uphold the Lotte New York Palace brand. You will also collaborate extensively with Sales, Front Office, Accounting, Marketing, and Revenue to ensure seamless communication and exceptional guest experiences throughout the pre-arrival process. 

• Oversee day-to-day operations of the Reservations Department, ensuring all duties are completed to the highest standards. 

• Support Reservations Sales Agents and other departments (Front Office, Sales, Accounting, Marketing) by providing clear guidance, resolving guest concerns, and offering expert assistance. 

• Conduct regular inventory and rate audits to ensure accuracy, rate parity, and channel optimization. 

• Maintain expert knowledge of all systems, technology platforms, partner extranets, and ensure they are updated and functioning accurately. 

• Assist in managing rooms inventory, including out-of-order rooms, oversell strategy, room blocking, and balancing. 

• Prepare and distribute daily, weekly, and monthly reservation-related reports including pickup, segmentation, pace, occupancy, and distribution insights. 

• Attend weekly Revenue Strategy Meetings and present relevant operational or performance updates. 

• Enter and maintain accurate group information in PMS; monitor cutoff dates, group blocks, rooming lists, billing arrangements, and adjustments. 

• Reconcile group blocks between systems (SMS, Passkey, Delphi/Salesforce) and maintain accurate group files. 

• Attend weekly group resume meetings and all client pre-conference calls to ensure flawless execution of requirements. 

• Monitor department scheduling and payroll to ensure productivity and efficiency while maintaining service levels. 

• Maintain appropriate office supply levels and ensure the team has the tools required to perform at a high level. 

• Ensure Forbes Five-Star service standards are consistently delivered in all guest interactions and reservation communications 

• Respond to guest concerns promptly and professionally, ensuring solutions align with hotel and guest interests. 

• Manage suite reservations in collaboration with Front Office leadership and ensure proper handling of Executive-level corporate clients, VIPs, celebrities, and returning guests. 

• Oversee property CRM maintenance in partnership with Marketing and Front Office. 

• Lead, coach, and mentor the Reservations team to achieve departmental sales goals, conversion targets, and guest satisfaction objectives. 

• Monitor team performance, provide regular coaching, conduct one-on-one reviews, and support ongoing learning and development. 

• Uphold the reputation of Lotte New York Palace through accuracy, hospitality, professionalism, and impeccable attention to detail. 

Qualifications:

To successfully fill this role, you should possess the following competencies: communication, analysis, planning, leadership, drive & resilience. You should also demonstrate the following behaviors: 

•   Excellent written and verbal communication skills with well-organized presentation abilities. 
• Confidence in interacting with a wide range of colleagues, guests, travel professionals, and vendors. 
• Ability to recognize trends in data and demonstrate strong decision-making skills. 

• Time-efficient and effective when working within tight schedules in a fast-paced environment.

• Calm, polished, and solutions-oriented while maintaining a professional demeanor. 

• Ability to maintain complete knowledge of and comply with all hotel and departmental policies, procedures, checklists, and Forbes standards. 

• Highly organized with exceptional follow-through and a proactive, “can-do” mindset. 

• Strong leadership skills with the ability to train, coach, motivate, and mentor a professional team. 

Pay Range: $70,000 to $72,000 annual salary

Salary : $70,000 - $72,000