Reservations Agent
📋 Role Overview & Responsibilities
Job Title: Reservationist Reporting to: Director of Operations
Who We Are…The Ned NoMad is a new members’ club and hotel that opened in the heart of New York in summer 2022. It’s the first international ‘Ned’ site to open following the launch of The Ned London in 2017.The Property…Located in The Johnston Building and formerly the NoMad Hotel in Manhattan, the property was built in 1903 as a store and office building. The original architectural features have been honored, with interiors designed by the Soho House Design team.
The Ned NoMad offers a mix of members-only and public spaces, including 167 bedrooms and suites. Ned’s Club will give members access to a rooftop bar and terrace restaurant as well as a first-floor bar and lounge with live entertainment from The Atrium Stage, seven nights a week. New to the property is Cecconi’s, a modern day classic Italian restaurant.
The Role…As a Reservationist at The Ned NoMad, you will be an integral part of our reservations team, working closely under the guidance of the Lead Reservationist and reporting to the Director of Operations. Your primary responsibility will be to assist guests with their reservation inquiries, ensuring exceptional guest service and satisfaction.
Key Responsibilities:Answering all incoming calls in a prompt, professional, and efficient manner.Provide personalized assistance to guests, including addressing their needs, preferences, and special requests with empathy and efficiency.Efficiently manage room inventory and make accurate reservations in the property management system.Provide guests with detailed information about the hotel facilities, services, and local attractions to enhance their experience.Maintain accurate records of reservations, guest preferences, and special requests.Assist the Lead Reservationist with sales and marketing initiatives, including promotional campaigns and rate management.Attention to detail when entering reservations, noting requests, managing VIPs.Responsible for entering group rooming lists in accordance with Group Blocks.Thoroughly research daily arrivals.Communicate with the Front Office, Housekeeping, and Sales Team to ensure streamlined service for all guests.Written communication with guests and potential guests via email.Organize and prioritize and action emails as they come in and ladder up potential issues or questions to Lead Reservationist or Director of Operations.Respond to all room rate enquiries with correct rates based on stay history, company, promotion rates, and needs.Track down third party VCCs when issues arise.
Scrubbing all reservations which includes:Removing or moderating irrelevant comments.Research and merge profiles.Check for specific guest requests and reach out to guests with options if desired features are not available.Update VIP Code if any requirements are met.Ensuring amenity comments are added, or special Rate Code requirements are noted.Reaching out to duplicate reservations for names.Verify memberships/updating profiles/reaching out and resolving issues encountered.
Preferred Requirements:Hotel and OPERA property management system experience is a very strong plus.Previous experience in a similar role within the hospitality industry is preferred.Exceptional customer service skills with a positive and friendly demeanor.Strong communication and interpersonal abilities.Excellent organizational and multitasking skills.Proficiency in using reservation software and Microsoft Office Suite.Flexibility to work shifts, including evenings, weekends, and holidays.Knowledge of local attractions and amenities is advantageous.A high school diploma or equivalent qualification is required.
Our Doors Are Yours to Open… The Ned is proud to be an equal opportunity workplace that seeks to recruit, develop, and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business. #YESYESYES #MakeitHAPPEN #ShowyouCARE #LovewhatYOUDO Work Perks… Medical, Dental, Vision, Company Paid Life, STD, LTD InsuranceReferral bonus + competitive compensationCareer development, career training and the opportunity to work internationallyFlexible work schedulesDiscounted family ratesFamily mealsTwo weeks’ vacation, 9 days PTO, 10 Holidays and much more
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This position is located in New York, United States with potential relocation and sponsorship assistance depending on candidate qualifications.
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