Reservations Manager

Our Story

The simple premise behind The Standard is that it is anything but. Founded in 1999, the goals of every Standard are to up the aesthetic stakes and defy convention while attending to every detail, embracing our local communities, providing a welcoming and inclusive environment for our teams, and, of course, delivering a smashing good time for our guests.

The Standard’s unique sensibility and voice, combines with careful consideration of design and service to deliver experiences that define neighborhoods and create destinations renown globally.

We believe in hospitality fueled by culture. As we take The Standard to new markets around the world, we retain and enhance our mission of creating hotels layered with personalities, collaborators, and amusements from culinary and nightlife to retail and wellness that surprise and delight our guests.

 

The Standard, High Line

Rising above a former elevated train line that has become downtown’s favorite public park, The Standard, High Line is in New York City’s Meatpacking District. Every one of the 338 hotel rooms features a full wall of floor-to-ceiling windows with sweeping views of Manhattan and/or the mighty Hudson River. The hotel’s inviting and scintillating public spaces include a bustling German beer garden at ground level, the rooftop discothèque Le Bain, the legendary Top of The Standard, and an outdoor public plaza with rotating art installations and activations. A neighborhood staple, The Standard Grill is classic New York blending traditional steakhouse with New American cuisine.

 

Mission Statement

Our mission is to create experiences by embracing and empowering a diverse collective of team members, collaborators, and guests, who chose to call The Standard home.

Job Purpose

The Reservations Manager is responsible for overseeing the Reservations Department in its entirety, including training and scheduling the reservations team, ensuring the team’s work efficiencies by establishing and reviewing SOPs, ensuring the reservations department is meeting the goals set forth, and assisting where necessary to ensure optimum service to guests, visitors, and other departments.

 

Duties and Responsibilities

• Oversee Reservations team including, but not limited to scheduling, payroll, recruitment, discipline, onboarding and training, performance reviews.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge of all hotel reservations, front office and hotel maintenance systems in order to serve the guest, colleagues, etc.
• Maintain complete knowledge of all happenings within the Hotel and its outlets, in house groups and events, and any other information requested by guests about the hotel. Ensuring accurate information is provided.
• Maintain in depth knowledge of hotel rooms including square footage, amenities, layouts, design elements, rates, packages, promotions, etc.
• Up to date on all room availability for any given day as well as restricted dates, rates and room types.
• Specific arrangements between hotel and travel agencies, corporate reservations center.
• All departmental policies / service procedures/standards, training employees to standard.
• Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
• Schedule and assign staff schedules and breaks.
• Ensure staff's knowledge of hotel services, features and amenities, and train staff on COYLE expectations.
• Process all reservation requests, changes and cancellations received by phone, e-mail, internally and through corporate reservations center or travel agencies.
• Access guest history records to best service guests; maintain accurate information in guest history files and flag VIPs, communicating them to relevant departments.
• Set up proper billing accounts (i.e., share withs, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
• Input all manual reservations into the system.
• Designate and apply appropriate travel agency commissions, and resolve issues as they arise.
• Refer requests for initial booking of group rooms, banquet or convention requests to the Sales or Events Department.
• Book group reservations against the room block.
• Compile and maintain information for daily / weekly / monthly reports.
• Reconcile third party commission reservations and resolve any discrepancies.
• Know how to use the OTA extranets.
• Book large parties inquiries for The Wine Room, The Garden Room, The Plaza, The Stammtisch Tables, Le Bain and Boom.
• Any other tasks as assigned.

 

Qualifications and Requirements

• 2+ years’ experience as a Reservations Assistant Manager, Supervisor, or Lead, preferably at a lifestyle hotel.
• Fluency in English, write, read, speak.
• Previous experience with hotel management systems.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Maintain confidentiality of guest information and pertinent hotel data.
• Ascertain departmental training needs and provide such training.
• Direct performance of staff and follow up with corrections or discipline when needed.

Desirable

• Multi-lingual, particularly Spanish.
• Prior work experience in a related area.
• College degree or currently studying hospitality, business, management.
• Ability to suggestively sell.

 

Physical Abilities

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 lb. without assistance.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Remain in stationary position for extended periods of time.

 

Compensation and Benefits

• Salary Range $60 - $70K/ year
• Excellent and Affordable Health care coverage
• Life Insurance, Disability Insurance, Pet Insurance
• 401k with Company match
• 160 hours of PTO / year and Company recognized holidays
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
• Employee Meals, Employee Referral Program, Commuter Discounts
• Regular fun staff events and celebrations!

 

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays.

 

Standard High Line Employer, LLC (the “Company”) is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status partnership status, familial status, national origin/ancestry, alienage or citizenship status, unemployment status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, or any other status protected by federal, state, or local law. We endeavour to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential.

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