Reservations Manager

Viceroy Hotels

Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination. Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C., St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, Idaho slated to open in summer 2026. 

Overview

Viceroy Hotels & Residences is returning to New York City with the opening of Viceroy Park Avenue in December 2026! Located in the heart of Manhattan's NoMad neighborhood, this highly anticipated luxury hotel represents an exciting new chapter for the globally recognized, design-forward hospitality brand. We are seeking motivated, hospitality-driven professionals who are passionate about delivering exceptional guest experiences. This is a unique opportunity to be part of a pre-opening team, helping establish the property's culture, service standards, and operational excellence from day one.

The Reservations Manager oversees reservation operations, guest communications, booking accuracy, revenue optimization, service excellence, and team development. The ideal candidate is passionate about hospitality, highly analytical, service-oriented, and skilled at creating exceptional guest experiences from the moment a reservation inquiry is received. Partnering closely with Revenue Management, Sales, Front Office, and Marketing to maximize hotel revenues while ensuring a seamless and personalized booking experience that reflects the property's brand standards

Responsibilities

• Maximize room revenue and occupancy by reviewing status daily. Monitor selling status of house daily, such as: flash report, allowances, etc.
• Attend daily and weekly Revenue Strategy meetings.
• Follows the Revenue Strategy program according to SOP.
• Review arrivals report and daily flash report to ensure accuracy.
• Be completely competent in all PMS functions used by Reservations.
• Monitor competitors for occupancy and rate, and recommend changes based on findings.
• Be knowledgeable on property information (outlets, hours of operation, etc.) and ensure the staff is trained to communicate hotel information to callers.
• Comply with hotel policies on billing, routing, master accounts, A/R accounts and PM accounts.
• Ensure timely processing of travel agent checks.
• Control suite inventory.
• Maintain rate integrity program.
• Make weekly test calls according to hotel standards.
• Be knowledgeable about the uses and functions of, GDS FTCRS and OPERA.
• Ensure that Forecast is completed on a timely basis, according to SOP's.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Assist in preparation of monthly revenue and occupancy forecasting.
• Know the hotel’s rate quoting standards.
• Complete weekly work schedule for reservation sales agents according to business forecast, payroll budget guidelines and productivity requirements.
• Process/correct daily payroll sheets.
• Follow and enforce all hotel credit policies.
• Understand and follow Revenue Strategy restrictions.
• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or VIP programs, and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs.
• Update group information daily. Maintain and be familiar with future group blocks.
• Communicate availability/close outs to wholesalers.
• Monitor all V.I.P.'s, special guests and requests.
• Maintain required pars of all Reservations and stationary supplies.
• Review Reservations log book and Guest Request log on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions, etc.

Qualifications

• A minimum of two to three years of experience in a hotel or related field required.
• Previous management experience preferred.
• Must be proficient in Windows and company approved spreadsheets and word processing.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.