Reservations Agent - The Fifth Avenue Hotel

The Fifth Avenue Hotel is seeking a Reservations Agent to join the opening team for the 153-room hotel. Carved out of an oasis of comfort and calm in the middle of bustling Manhattan, mindfully blending personal service, superlative design, distinctive cuisine, compelling art, and engaging cultural experiences. Every aspect of The Fifth Avenue Hotel is tailored to delight, engage and foster curiosity.

As a Reservations Agent, your primary responsibility is to assist guests in making reservations at our highly luxurious hotel. You will provide exceptional customer service while ensuring that all guest inquiries are handled professionally and efficiently. Your role involves working closely with the hotel's sales, guest services, butler, concierge and other operational teams to ensure a seamless reservation process and a memorable guest experience.

Responsibilities

• Flaneur: Create an environment where our guests can experience The Fifth Avenue Hotel in the way of a flaneur, where every detail is curated, tells a story and leaves a lasting impression.
• Five Star Experience: Ensure a five-star (and beyond) luxury level of service and hospitality is delivered to all who come to experience The Fifth.
• Reservations: Receive and manage incoming reservation requests via telephone, email, or online booking systems. Assist guests in selecting suitable accommodations, based on their preferences, travel persona and availability.
• Customer Service: Provide personalized and attentive customer service to guests, ensuring their needs and expectations are met. Address any concerns, questions, or special requests promptly and professionally.
• Product Knowledge: Develop a comprehensive understanding of the hotel's offerings, including room types, programming, amenities, hotel facilities, area attractions, and promotional packages. Stay updated on any changes in rates, policies, or services to provide accurate information to guests.
• Reservation Management: Enter and update guest information accurately in the hotel's reservation system. Coordinate with other hotel departments to ensure all guest requests are met, such as room preferences, special occasions, and transportation arrangements.
• Upselling: Identify opportunities to upsell hotel services, amenities, and upgrades to enhance the guest experience and maximize revenue. Recommend additional offerings based on guest preferences and needs.
• Guest Opportunities: Handle guest complaints, concerns, or special requests promptly and effectively. Take ownership of resolving issues and finding suitable solutions, collaborating with other hotel departments as necessary. Ensure all concerns from guests are tracked appropriately.
• Service Collaboration: Liaise with various hotel departments, including butler, housekeeping, guest services, food and beverage and engineering to coordinate guest services and ensure seamless delivery. Communicate guest requirements and preferences to relevant teams.
• Manage availability: Under direction, ensure availability for room categories is correctly reflected and assist the department in managing availability.
• Support the Director of Reservations with data-gathering and reporting tasks when needed, including room production and revenue, as well as department performance.

Requirements:

• High school diploma or equivalent is preferred
• Previous experience in a luxury hotel reservations or front office position
• Exceptional customer service and communication skills
• Strong attention to detail and organizational abilities.
• Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and prioritize effectively.

Work Environment

• Flexibility to work various shifts, including weekends and holidays
• Physical demands for this role include sitting for long periods of time

The Fifth Avenue Hotel is a Vibrant Oasis at the Center of it All