Reservations Manager

Highgate Hotels
A leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30‑year track record as an innovator in the hospitality industry, this forward‑thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.

Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry‑leading revenue management tools that efficiently identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.

Location:

The Ambassador Hotel of Waikiki, Tapestry Collection by Hilton is located in the heart of Waikiki, on the south shore of Honolulu. The hotel is a comfortable home away from home, where our friendly staff and warm service perfectly capture the "Spirit of Aloha". Enjoy our spacious accommodations with all of the amenities of home. The Ambassador Hotel of Waikiki, Tapestry Collection by Hilton offers 311 spacious guest rooms accommodations with all of the amenities of home.

The Reservations Operations Manager is responsible for overseeing all reservation administration functions to ensure accuracy, efficiency, and exceptional guest service throughout the pre‑arrival experience. This position manages group reservation setup, reservation inquiries, guest messaging platforms, deposit collection, payment processing, travel agent commission auditing, and reservation data integrity. The Reservations Operations Manager serves as a liaison between the third‑party call center, Sales, Revenue Management, Front Office, and Accounting to ensure accurate reservation management, seamless guest communication, timely revenue collection, and effective support of hotel occupancy goals.

• Maintain a warm and friendly demeanor at all times; communicate effectively with all levels of employees and guests in an attentive, friendly, courteous, and service‑oriented manner.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Attend all required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel standards.
• Maintain high standards of personal appearance and grooming, including attire that meets dress code requirements with a nametag.
• Comply with Highgate Hotel standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts toward productivity, identify problem areas, and assist in implementing solutions.
• Handle problems, including anticipating, preventing, identifying, and solving programs as necessary.
• Understand and apply complex information and data from various sources to meet objectives.
• Cross‑train in related areas.
• Maintain confidentiality of information.
• Show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.
• Create, modify, and maintain group room blocks, rooming lists, and individual group reservations.
• Manage the reservations email inbox and respond to guest reservation inquiries in a timely manner.
• Review and maintain reservation accuracy, ensuring rates, packages, and guest information are entered correctly.
• Conduct routine reservation audits to ensure reservation integrity and data accuracy.
• Ensure reservation records comply with hotel policies and procedures.
• Respond to pre‑arrival guest inquiries received through hotel systems, OTA extranets, and messaging platforms.
• Monitor guest communications for service recovery opportunities and follow up as necessary.
• Assist guests with reservation modifications, special requests, and payment inquiries.
• Process advance…