Job Description

Job Title: Reservations Manager

Reporting to : Director of Operations

Who We Are…

The Ned NoMad is a new members’ club and hotel that opened in the heart of New York in summer 2022. It’s the first international ‘Ned’ site to open following the launch of The Ned London in 2017.

The Property…

Located in The Johnston Building and formerly the NoMad Hotel in Manhattan, the property was built in 1903 as a store and office building. The original architectural features have been honored, with interiors designed by the Soho House Design team.

The Ned NoMad offers a mix of members-only and public spaces, including 167 bedrooms and suites. Ned’s Club will give members access to a rooftop bar and terrace restaurant as well as a first-floor bar and lounge with live entertainment from The Atrium Stage, seven nights a week. New to the property is Cecconi’s, a modern day classic Italian restaurant.

Key Responsibilities:

• Must be courteous and gracious; always maintain a professional demeanor.
• Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel.
• Adhere to all standards of operations, policies and procedures, manuals, memos, and verbal instructions.
• Maintain “open door” communication with employees.
• Monitor and develop employee performance including, but not limited to, providing supervision, conducting evaluations, setting annual goals and delivering recognition and reward guidance.
• Update and manage various distribution channels, (SYNXIS, SMS, etc.) for proper rate and room availability as directed by the Director of Revenue Management.
• Assist in the creation and maintenance of rate codes in the various systems.
• Covers reservations department shifts as needed.
• Responsible for all Hotel Reservations through all channels.
• Manage department (emails, letters, scans, faxes) with incoming reservations.
• Review reservations booked and arrival reports daily.
• Support Director of Revenue with preparation of occupancy forecast, daily pickup files, and other reports as needed.
• Prepare Rev Max packet weekly, as needed by the Director of Revenue
• Attend standing revenue related meeting
• Responsible for recording Company/Travel Agent Rates both in system and correspondence file
• Work with the Sales Department regarding occupancy, rates, all reservations, and analysis/strategy.
• Identify Top Producing Accounts to ensure proper recognition by Reservation staff.
• Responsible for various production reports and supply to each department concerned.
• Ensure special handling of repeat guests and VIP guests.
• Observes and ensures that proper telephone manners & online etiquette are always maintained.
• Monitors and coordinates group reservations activity with the Sales Department and Director of Revenue.
• Follow up with tentative & definite bookings regarding updates/status.
• Reviews no-show cancelled reservations and processes charges according to hotel’s policy.
• Review room blocking for Long Stay, VIP’s, Suites and special attention reservation requests.
• Bring to the attention of the Director of Revenue when the hotel availability status is changed and prepare for necessary action.
• Ensure staff understand their job expectations before holding them accountable.
• Maintain awareness of documentation needed and retained in employee files.
• Be familiar with all safety and emergency procedures including OSHA requirements.
• Attend relevant meetings.
• Review and reconcile travel agent commission reports to ensure accurate and timely payments.
• Conduct regular audits of reservations to identify and resolve duplicate bookings and data discrepancies.
• Oversee the accurate and timely loading of all negotiated, promotional, and public rates across all distribution channels, including but not limited to GDS, OTA management, corporate rates, consortia programs, and brand-specific offers, ensuring alignment with revenue strategies and brand standards.

Preferred Qualifications:

• Bachelor’s degree
• At least three (3) years’ experience as a Reservation Supervisor or Assistant Manager or relevant position with a reputable hotel.
• Extensive knowledge of PMS (Opera), CRS (Sabre, SynXis), GDS, and distribution channels required
• Strong ability in using MS Office and Outlook.
• Knowledgeable in hotel and guest room facilities/services.
• Outstanding communication and interpersonal skills.
• Excellent reading, writing and oral proficiency in the English Language.
• Excellent organizational and time management skills.
• Excellent attention to detail.
• Ability to multitask.
• Work well under pressure, be a team player.

Our Doors Are Yours to Open…

The Ned is proud to be an equal opportunity workplace that seeks to recruit, develop, and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

Work Perks…

• Medical, Dental, Vision, Company Paid Life, STD, LTD Insurance
• Referral bonus + competitive compensation
• Career development, career training and the opportunity to work internationally
• Flexible work schedules
• Discounted family rates
• Family meals
• Two weeks’ vacation, 9 days PTO, 9 Holidays

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