Reservations Manager

Mandarin Oriental New York is looking for a Reservations Manager to join our Rooms team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the Rooms Department in New York City, the Reservations Manager key focus will be on preparing and communicating key information for all our guests with all departments in the hotel. They will be responsible for executing delivery of amenities, ensuring that guest preferences are met while delighting and exceeding guest expectations. The Guest Relations Coordinator will act as the “owner” of the guest database and will liaise with all departments to ensure all specific guest requests are completed as required.

The Reservations Manager reports to the Director of Rooms.

As Reservations Manager, you will be responsible for the following duties:

1. Revenue Management & Inventory Control

• Maximize room revenue and occupancy through effective yield management, strategic rate control, and optimized inventory allocation.
• Ensure timely and accurate updates of all distribution channels (e.g., SynXis, HMS) to reflect current rates, availability, and promotions, in coordination with the Director of Revenue Management.
• Assist with the creation, testing, and maintenance of rate codes, packages, and offers across all systems.
• Ensure proper follow-through of no-show and late cancellation charges in accordance with hotel policy.

2. Guest Experience & Personalization

• Review daily arrivals and upcoming reservations to ensure guest preferences, requests, and VIP status are noted and communicated to relevant departments.
• Maintain and enhance the accuracy of guest history profiles to support a personalized and seamless reservation experience.
• Handle all guest inquiries, modifications, and complaints related to reservations with efficiency, professionalism, and a commitment to service excellence.

3. Team Leadership & Staff Development

• Lead, coach, and develop the Reservations team, ensuring a culture of engagement, accountability, and continuous improvement.
• Define clear duties and responsibilities for team members and establish logical workflows to support operational efficiency.
• Oversee all aspects of staffing, including recruitment, onboarding, scheduling, performance evaluations, coaching, and corrective actions when necessary.
• Ensure the team consistently upholds Mandarin Oriental’s grooming standards, professional behavior, and Legendary Quality Service.

4. System & Process Management

• Ensure all Reservations colleagues are proficient in operating HMS and SynXis systems, maintaining consistent data entry and system accuracy.
• Continuously update and implement Standard Operating Procedures (SOPs) in alignment with corporate and brand guidelines.
• Support the use and maintenance of the Legendary Service Training manual, ensuring it remains an active tool for development and quality assurance.

5. Financial & Operational Accountability

• Control and analyze departmental labor and expenses to remain within budgetary targets without compromising service quality.
• Monitor productivity and workflow to identify cost-saving opportunities and process improvements.
• Provide reports, insights, and reservation trend analysis to Revenue and Rooms leadership as required.

6. Cross-Departmental Collaboration

• Foster strong collaboration with Sales, Front Office, Housekeeping, and Food & Beverage to support special requests, group needs, and operational excellence.
• Prepare and participate in weekly Revenue Meetings in the absence of the Director of Revenue Management, contributing with relevant data and insights.

7. Service Excellence & Brand Representation

• Ensure all guest interactions, written and verbal, reflect the brand’s tone and standard of luxury.
• Address and resolve guest concerns tactfully, professionally, and with appropriate follow-up.
• Promote a culture of hospitality and warmth while upholding the brand’s reputation as a leader in luxury service.

8. Additional Responsibilities

• Ensure a clean, professional, and organized reservations office environment.
• Cooperate fully with other departments and support broader hotel initiatives as needed.
• Perform any additional duties as assigned by the Director of Revenue Management or Director of Rooms. 
• Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively
• Cooperate and coordinate teamwork with other departments
• Perform any other reasonable duties as required by the Director of Front Office Operations or Director of Revenue Management
• Prepare for weekly Revenue Meeting in the absence of Director of Revenue Management.
• Review daily guest arrivals to ensure all information is clearly noted and requests are acted upon

The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

As Reservations Manager, we expect from you: 

• 3 years Reservations Manager experience in luxury
• Prior experience with Local 6
• Prior experience with HMS operating system
• Able to communicate written and spoken English
• Excellent overall communication
• Proficient in Microsoft Excel
• Strong mathematical and analytical skills
• Knowledge and grasp of hotel distribution systems (GDS, internet, etc.)
• Able to multi-task
• Training and coaching skills
• Enthusiastic about training, managing and motivating a Team

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Salary and Benefits:

•  Salary $85,000 to $92,500 yearly
• A competitive benefits package, including health, dental and vision, 401(K), etc

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

We’re Fans. Are you?