Reservations Agent

Position Description

Reservations Agent

The Fifth Avenue Hotel – New York, NY

The Fifth Avenue Hotel, an award-winning luxury destination, is seeking a Reservations Agent to join the opening team for our 149-room hotel. Carved out as an oasis of comfort and calm in the middle of bustling Manhattan, our hotel mindfully blends personal service, superlative design, distinctive cuisine, compelling art, and engaging cultural experiences to create something truly exceptional.

At The Fifth, every detail is tailored to delight, engage, and foster curiosity. We invite our guests and our talent to experience the hotel as a flâneur—where every detail is curated, stories unfold, and no two days are ever the same.

Position Overview

As an evening Reservations Agent, your primary responsibility is to assist guests in making reservations at our highly luxurious hotel while delivering exceptional, personalized customer service. Handling all guest inquiries professionally and efficiently, you will work closely with the hotel's sales, guest services, butler, concierge, and operational teams to ensure a seamless reservation process and a memorable guest experience. This role requires a detail-oriented professional with a strong passion for luxury hospitality, capable of thriving in a fast-paced environment while curating bespoke stays.

Key Responsibilities

Reservations & Guest Experience

• Receive and manage incoming reservation and hotel information requests via telephone, email, or online booking systems during the evening hours.
• Assist guests in selecting suitable accommodations based on their preferences, travel profiles, and availability.
• Provide personalized and attentive customer service, ensuring a Forbes five-star (and beyond) level of luxury hospitality.
• Address guest questions, concerns, or special requests promptly and professionally, liaising with other departments, or connecting the guests with other departments as needed.

The Flâneur Experience & Product Knowledge

• Create an environment where guests experience The Fifth Avenue Hotel in the way of a flâneur, where every detail tells a story and leaves a lasting impression.
• Develop a comprehensive understanding of the hotel's offerings, including room types, programming, amenities, facilities, area attractions, and promotional packages.
• Stay updated on any changes in rates, policies, or services to consistently provide accurate information to guests.

Reservation Management & Operational Support

• Enter and update guest information accurately within the hotel's reservation system. Complete, substitute, or merge profiles when appropriate to ensure stay tracking and guest preferences are carried through.
• Under direction, ensure room category availability is correctly reflected and assist the department in managing availability.
• Identify upselling opportunities for hotel services, amenities, and upgrades to enhance the guest experience and maximize revenue.
• Support the Director of Reservations with data-gathering and reporting tasks, including room production, revenue tracking, and department performance metrics.
• Participate in the pre-arrival emails and calls to ensure all details of the reservations are correct, and all guests’ needs are being addressed.

Service Collaboration & Problem Resolution

• Liaise with butler, housekeeping, guest services, food and beverage, and engineering teams to coordinate guest preferences, special occasions, and transportation.
• Communicate guest requirements and preferences to relevant departments for seamless service execution.
• Handle guest complaints and concerns effectively, taking ownership of resolutions, collaborating across departments, and ensuring tracking standards are met.

Qualifications

• High school diploma or equivalent is preferred.
• Previous experience in a luxury hotel reservations (or front office position).
• Experience with InFor HMS (PMS) is preferred.
• Exceptional customer service and communication skills in both written and spoken English.
• Strong attention to detail and organizational abilities.
• Proven ability to work in a fast-paced environment, handle multiple tasks simultaneously, and prioritize workload effectively.

Work Environment

• Flexibility to work various shifts, including weekends and holidays.
• Physical demands for this role include sitting for long periods of time.

Why Join Us?

The Fifth Avenue Hotel is more than a workplace—it’s a destination where creativity, culture, and hospitality meet. As part of our team, you will play a vital role in shaping the canvas of unforgettable guest journeys and supporting operational excellence in one of New York City’s most distinctive luxury hotels.

Minimum

Maximum