Complex Reservations Manager

Company

Highgate Hotels is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality‑forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.

Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with 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 consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands.

Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle.

Southernmost Beach Resort is located in historic Old Town at the southernmost point of Key West, expanding over 6 acres on the Atlantic Ocean front. The resort offers beautiful island architecture, an array of amenities, and convenient proximity to key‑West shops, art galleries, restaurants, and nightlife. Guest rooms are within easy reach of both the beach and world‑famous Duval Street.

The Reservations Manager is responsible for maximizing room revenue through the management of the hotel’s room inventory and for assisting in the day‑to‑day activities and duties of the Reservations Department. This is a complex position for Southernmost Beach Resort & The Marker Resort.

• Maximize room revenue and occupancy by reviewing status daily.
• Monitor selling status of house daily (e.g., flash report, allowances).
• Attend daily and weekly Revenue Strategy meetings.
• Follow the Revenue Strategy program according to SOP.
• Review arrivals report and daily flash report to ensure accuracy.
• Be completely competent in all PMS functions used by Reservations.
• Monitor competitors for occupancy and rate, and recommend changes based on findings.
• Be knowledgeable on property information (outlets, hours of operation, etc.) and ensure staff is trained to communicate hotel information to callers.
• Comply with hotel policies on billing, routing, master accounts, A/R accounts and PM accounts.
• Ensure timely processing of travel agent checks.
• Control suite inventory.
• Maintain rate integrity program.
• Make weekly test calls according to hotel standards.
• Be knowledgeable about the uses and functions of GDS, FTCRS and OPERA.
• Ensure that Forecast is completed on a timely basis, according to SOPs.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Assist in preparation of monthly revenue and occupancy forecasting.
• Know the hotel’s rate quoting standards.
• Complete weekly work schedule for reservation sales agents according to business forecast, payroll budget guidelines and productivity requirements.
• Process/correct daily payroll sheets.
• Follow and enforce all hotel credit policies.
• Understand and follow Revenue Strategy restrictions.
• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or VIP programs, and the standards and procedures for each.
• Update group information daily and maintain and be familiar with future group blocks.
• Communicate availability/close outs to wholesalers.
• Monitor all VIPs, special guests and requests.
• Maintain required supplies of all Reservations and stationary supplies.
• Review Reservations log book and Guest Request log on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions, etc.

• A 4‑year college degree; or a 2‑year college degree and at least 1 year of related experience; or at least two to three years of experience in a hotel or related field required.
• Previous management…