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About the Role
The Group & Airline Reservations Manager is responsible for overseeing the daily execution, accuracy, and strategic allocation of all group and airline room blocks, inventory, and manifests at Kimpton Era Midtown. This role ensures seamless operational alignment across departments, maintains accurate billing and daily reconciliations, and preserves high service standards for all group accounts and crew stays. As the department grows, this position will also take on leadership responsibilities to supervise and guide the Group & Airline Supervisors.
Responsibilities
- Set up room blocks, match active block counts against dynamic pick-up patterns, and maintain up-to-date inventory availability.
- Proactively adjust and expand room allocations whenever group blocks exceed 60 rooms.
- Adjust rates accordingly when expanding room allocations and coordinate directly with the Housekeeping team to ensure room turnover and readiness match group arrival schedules.
- Direct the daily administration of incoming and active group/airline rooming lists and manifests.
- Monitor and manage the primary group reservations inbox to ensure rapid response times for updates, rooming list changes, cancellations, and special requests.
- Audit and scan completed, signed sign-in sheets to email for proper record-keeping and audit trail compliance.
- Reconcile prior-day group and airline posting activity, room nights, and billing structures.
- Oversee the proper addition and processing of porterage, baggage, and other ancillary group fees.
- Partner closely with the Front Office and Sales teams to resolve billing disputes, manage deposit schedules, and ensure smooth check-in/check-out experiences.
- Perform customer services as it relates to filing and preparing documents, statements and letters, processing guest requests for folios, and billing corrections.
- Update daily logs for no-show charges.
- Reconcile third-party charges.
- Eventually oversee, mentor, and schedule the Group & Airline Supervisors, providing guidance on daily workflows, standard operating procedures, and service standards.
Requirements
- Minimum 3+ years of experience in hotel reservations, revenue management, or front office operations, preferably within a luxury or boutique hospitality environment.
- Proven experience in a high-volume, fast-paced environment.
- Ability to perform each duty proficiently with or without reasonable accommodation.
- Ability to work a flexible schedule including weekends, holidays, morning and evening shifts.
- This is primarily a stationary desk position that requires remaining in a seated position for long periods of time while working on a computer and managing telephone/email inquiries.
- Daily, continuous operation of computers, monitors, phones, and document scanners.
Skills
- Opera/Opera Cloud (block setup, inventory controls, routing rules, and manifest tracking)
- Microsoft Office / Google Workspace applications
- Strong numerical reasoning with precision in room night auditing, fee processing, and daily financial reconciliations.
- Exceptional written and verbal communication skills with a focus on cross-departmental collaboration (Sales, Housekeeping, Front Office).
- Outstanding time-management capabilities to multi-task high-volume group inbox inquiries, manifest logs, and rate adjustments under tight deadlines.
Location
- New York, NY
Work Type
- Full-Time
Experience Level
- 3+ years of experience
Education Level
- High School diploma or equivalent required
- Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred
Salary/Compensations
- $70000.00 - $75000.00
Benefits
- Comprehensive health, dental, vision, 401(k) matching, and other standard perks.
About the Company
- Extell Hospitality Services is a dynamic extension of Extell Development Company, blending expertise in asset management, hotel and food & beverage operations with fiscal precision and innovative marketing.
- Headquartered in New York City and Deer Valley, Utah, Extell Hospitality Services is committed to elevating the art of hospitality with strategic, results-driven excellence.
- EHS is dedicated to delivering exceptional hospitality through operational excellence and innovative strategies.
- This role provides an opportunity to lead a high-profile property and contribute to the success of a flagship operation in one of the world’s most dynamic environments.