Reservations Coordinator

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Be a part of the historic castle on the park, The Plaza, A Fairmont Managed hotel, a timeless landmark capturing memories since 1907. Located in the heart of midtown, The Plaza now features 282 luxury hotel rooms and suites, the elegant Champagne Bar as well as the legendary Palm Court, New York City’s premier destination for afternoon tea. The Plaza offers the Five Diamond standard of excellence and sophistication while offering an authentically local and unrivalled experience for our guest.

The Reservations Department’s vision is to provide the highest level of excellence and to exceed The Plaza’s Five Star standards.  We operate with a professional approach to all tasks, while consistently maintaining internal and external guest satisfaction by anticipating their needs.

Compensation: $32 - $37 per hour (Hourly Rate)

Summary of Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:

• Review reservations made each day, review 3rd party billing, arrival and departure dates, guest profiles, room blocking, special requests, traces, and ensuring stellar attention to all VIP guests
• Process special billing requests
• Ensure accuracy and attention to detail
• Processing of no shows, facilitating communication between all departments involved
• Test calls to Global Reservation Center
• Liaise with Sales team in coordinating group bookings
• Set up group room blocks, rooming lists, billing, or special notations and make group reservations in room block
• Monitor room inventory and notify Reservations Manager of any immediate changes
• Run daily reports and complete daily shift task list
• Assisting with other duties assigned
• Maintain positive working relationships with colleagues, travel agents, Global Reservation Center agents and other parties associated with the reservations process
• Participate and adhere to Fairmont Hotels & Resorts Policies & Procedures
• Complete office administrative duties where required

• Minimum 1 year as a reservations agent or 2 years in a customer service position
• Must have experience in hospitality with an understanding of operations
• Opera experience preferred
• Professional telephone/email etiquette and the ability to upsell the hotel’s products/services
• Willingness to learn, friendly demeanor, ability to work well within reservations and other departments, clear and concise communication skills
• At least two years prior luxury hotel experience in a customer service position or a minimum of 1 year in hotel reservations
• Working knowledge of the following: Property Management Systems (preferably Opera), Central Reservation Systems, Microsoft applications including Outlook, Excel, and Word
• Must be able to work a flexible schedule (days, nights, weekends, and holidays)
• This position is required to be on site five days a week

All your information will be kept confidential according to EEO guidelines.