Reservations Manager

Responsibilities

• Provide exceptional service to internal and external guests by demonstrating professionalism, warmth, and hospitality while following Highgate Hotels service standards.
• Maintain the confidentiality of guest information, company records, and proprietary data while ensuring proper key and access control procedures are followed.
• Manage all aspects of the reservations process, including individual reservations, group reservations, room inventory, billing instructions, and special requests.
• Respond promptly and professionally to reservation inquiries received via telephone, email, and online booking channels, utilizing proper telephone etiquette and service standards.
• Monitor and manage online travel agency (OTA) extranets, guest communications, and reservation content to ensure accuracy and timely responses.
• Cook up with Sales Managers and Revenue Management to administer group room blocks, process block increases, obtain contract addendums, and communicate inventory updates.
• Maintain rate codes, reservation configurations, and system updates within Opera and other reservation platforms.
• Process reservation deposits, refunds, direct billing requests, routing instructions, and travel agent commissions in accordance with established procedures.
• Prepare and distribute operational and revenue reports, including daily pickup reports, 14-day operational forecasts, inventory reports, and other reporting as requested.
• Participate in weekly Revenue Management, Sales, Group Resume, Group Pickup, and other operational meetings to support forecasting, inventory management, and business strategy.
• Cook up with VIP arrivals, special accommodations, wholesale, consortia, and travel agency reservations as directed by the Director of Revenue.
• Conduct routine quality assurance audits, including reservation accuracy, interface monitoring, voice reservation testing, and system validations.
• Coordinate VIP arrivals, special accommodations, wholesale, consortia, and travel agency reservations as directed by the Director of Revenue.
• Perform special projects and other duties as assigned by the Director of Revenue or hotel leadership.

Qualifications

• At least one (1) year of progressive experience in hotel reservations or a related hospitality position required.
• Previous experience in an independent or lifestyle hotel environment preferred.
• Experience with SynXis, Delphi, and Opera reservation/property management systems preferred.
• 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.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate 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 Highgate Hotel 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.
• Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades and percentages.
• Must be able to maintain confidentiality of information.