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Sales/Reservation Coordinator

DEPARTMENT: Sales/Revenue
REPORTS TO: Director of Sales/Commercial Director
STATUS: Exempt

Tailored. Sophisticated. Unique.

Located two blocks from Bryant Park, Refinery Hotel is a luxury hotel in Midtown Manhattan’s Garment District. While our home in the 1912 Colony Arcade building gives us a long history, our stylish loft rooms, acclaimed Parker & Quinn restaurant, and trendsetting Refinery Rooftop bar create a fashionable refuge for locals and cultured visitors in present-day New York.

The Sales/Reservation Coordinator is responsible for clerical, administrative, marketing materials, and
other duties to assist in the smooth operation of Sales. They are also responsible for providing attentive,
courteous, and efficient service to all guests.


Responds quickly and efficient to guests’ requests in a courteous manner.

Handle guest calls and follow ups, manage reservation emails and booking inquires.

Manage daily reservation arrivals and departures.

Ensuring hotel standards and services contribute to the delivery of guest services including training/empowering hotel staff to deliver exceptional guest service.

Assist in developing added value guest service programs.

Assist in covering the desk from time to time as acting MOD.

Accurate preparation and distribution of daily, weekly, monthly revenue reports. The reports include market segmentation analysis, production reports, source contribution analysis, daily pick-up reports, preferred guest program analysis, etc.

Assist with ensuring all rates are loaded and inventory maintenance is correct.

Perform audits and maintenance on all systems such as PMS, CRS, RMS, and Sales & Catering Systems to ensure content and information is correct.

Communicate strategies and procedures to other departments as required.

Maintain group pick-up reports and communicate with Sales regarding upcoming groups cutoffs.

Must be knowledgeable of all rates, room types, and hotel product.

Participate in weekly Sales/Revenue management meetings.

Prepare Revenue/Sales reports for all related meetings.

Monitor and analyze the competition daily / weekly through shop reports and the Internet to identify selling strategies and market trends.



Audit & update hird party commissions on a bi-weekly basis.

Manage third party reconciliations, including but not limited to: Expedia,, StayWanderful.

Communicates all relevant information upward to the Sales/Revenue Team.

Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc.

Promote Hotel marketing programs. Assign reservations based on guest preferences and availability. Requires sitting for long periods of time in a confined space and in close proximity to other employees to continuously perform essential functions.

Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency.

Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested.

Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.

Enters all sales bookings and group contracts on a timely basis per the instructions of the Supervisor or Director of Sales.

Performs routine filing and required report keeping for the department


Minimum of 1 year experience in the Hospitality, preferably in Hospitality.

Knowledge of all industry reports such as STR, Hotelligence, Market Vision, etc.

Proficient in Microsoft Excel, Word, Power Point

Ability to work quickly in a high-pressure & high stress environment.

Ability to communicate clearly both verbally and in writing.

Excellent time management skills.

Exceptional with details and follow up.

Flexible and long hours sometimes required.

Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Maintain a warm and friendly demeanor at all times.

Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Attend all hotel required meetings and trainings.

Participate in M.O.D. coverage as required.

Maintain regular attendance in compliance with the hotel standards, as required by scheduling, which will vary according to the needs of the hotel.

Maintain high standards of personal appearance and grooming, which include wearing nametags.

Comply with Refinery Hotel’s Standards and regulations to encourage safe and efficient hotel operations.

Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

Must be able to maintain confidentiality of information.

Perform other duties as requested by management.

This job description is not intended to detail every aspect of your job or list every task you may perform. It
is provided as a general overview of the responsibilities and skills required to perform this job successfully.

63 W 38TH STREET, NEW YORK, NY 10018
HOTEL & RESERVATIONS: 646.664.0310

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