Complex Reservations Supervisor

Hourly

Highgate is 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

Located in historic Old Town, Southernmost Beach Resort expands over 6 acres on a serene part of the island with Atlantic Ocean front views, gorgeous Key West architecture, and all the amenities you desire in a beach resort. Just a short walk or bike ride from Key West’s boutique shops, art galleries, eclectic restaurants, and non-stop nightlife, the resort spans over two city blocks and offers guest rooms that are located within easy reach of both the beach and world-famous Duval Street.

The Reservations Supervisor is responsible for handling reservations, inquiries and cancellations in an attentive, courteous and efficient manner, and quoting available rates to maximize room revenue according to Highgate Hotel standards. He/she is also responsible for participating in the monthly Rooms Merchandising meeting.

• Supervise and support the daily operations of the Reservations Department.
• Lead, coach, train, and develop reservation associates.
• Monitor call quality, email response times, and guest service standards.
• Ensure reservations are entered accurately and efficiently into the property management system.
• Assist guests with room reservations, modifications, cancellations, and special requests.
• Resolve guest concerns and escalated reservation issues in a professional and timely manner.
• Coordinate closely with Front Office, Revenue Management, Sales, and other departments to ensure seamless guest experiences.
• Monitor room inventory, occupancy levels, and booking trends.
• Assist with implementing rate strategies, promotions, and package offerings.
• Review daily, weekly, and monthly reservation reports.
• Maintain knowledge of hotel amenities, services, local attractions, and special events.
• Ensure compliance with company policies, brand standards, and reservation procedures.
• Assist with scheduling and staffing to ensure adequate department coverage.
• Perform additional duties as assigned.

• Directly supervise Reservation Agents.
• Conduct training, coaching, performance evaluations, and corrective action when necessary.
• Foster a positive, team-oriented work environment.

• • High school diploma or equivalent required; college degree preferred.
  • Minimum 2 years of hotel reservations experience required.
  • Prior supervisory experience preferred.
  • Knowledge of hotel property management systems and reservation software.
  • Strong customer service, communication, and problem-solving skills.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Proficiency with Microsoft Office applications.
  • Ability to sit for extended periods while working on a computer.
  • Ability to communicate effectively by phone,…