Reservations Manager, Group & Airline

Extell Hospitality Services

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.

Location

Perfectly positioned at Rockefeller Center’s doorstep with a bird’s eye view of the bustling plaza below, the 33-story design-forward hotel, developed by Extell, offers expansive, coveted views of the city skyline. The third New York City addition to the Kimpton portfolio, the striking tower features 529 guest rooms and inspired social spaces, including two full-service restaurants, a lobby lounge and a rooftop bar. Additional amenities include a fitness center and two spaces to host unique meetings and social gatherings.

Overview

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. Reporting directly to the Area Director of Revenue Strategy, 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.

Key Responsibilities

• Block & Inventory Management:

• Block Creation & Tracking: Set up room blocks, match active block counts against dynamic pick-up patterns, and maintain up-to-date inventory availability.
• Allocation Adjustments: Proactively adjust and expand room allocations whenever group blocks exceed 60 rooms.
• Rate & Operational Coordination: Adjust rates accordingly when expanding room allocations and coordinate directly with the Housekeeping team to ensure room turnover and readiness match group arrival schedules.
• Manifest Administration & Communication:
  • Manifest Management: Direct the daily administration of incoming and active group/airline rooming lists and manifests.
  • Inbox Oversight: Monitor and manage the primary group reservations inbox to ensure rapid response times for updates, rooming list changes, cancellations, and special requests.
  • Documentation & Compliance: Audit and scan completed, signed sign-in sheets to email for proper record-keeping and audit trail compliance.
• Accounting, Billing & Reconciliation:
  • Daily Reconciliation: Reconcile prior-day group and airline posting activity, room nights, and billing structures.
  • Fee Administration: Oversee the proper addition and processing of porterage, baggage, and other ancillary group fees.
  • Cross-Departmental Collaboration: Partner closely with the Front Office and Sales teams to resolve billing disputes, manage deposit schedules, and ensure smooth check-in/check-out experiences.
• Guest Service & Support:
  • Performing customer services as it relates to filing and preparing documents, statements and letters, processing guest requests for folios, and billing corrections.
  • Daily log updates for no-show charges.
  • Reconciliation of third-party charges.
• Leadership & Supervision:
  • Team Supervision: Eventually oversee, mentor, and schedule the Group & Airline Supervisors, providing guidance on daily workflows, standard operating procedures, and service standards.