Reservations Manager

About the role

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 outperformance 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.

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 resorts are Southernmost Beach Resort & The Marker Resort.

The Complex Reservations Manager supports the daily operation of the Reservations Department by assisting with team leadership, guest service, training, and reservation accuracy. This position works closely with the Reservations Manager, Revenue Management, Front Office, and Sales teams to maximize occupancy, revenue, and guest satisfaction while ensuring exceptional service standards are maintained.

Responsibilities

• Oversee the daily operations of the Reservations Department.
• Lead, coach, and develop reservation agents to ensure high performance and exceptional guest service.
• Monitor reservations, occupancy, call conversion, and other key performance metrics.
• Partner with Revenue Management to maximize room revenue and optimize inventory.
• Review booking trends and implement strategies to improve sales and guest satisfaction.
• Manage reservation systems, rate codes, packages, and promotional offers.
• Handle escalated guest concerns and resolve complex reservation issues.
• Ensure accuracy of reservations, billing, routing instructions, and guest information.
• Prepare reports and analyze departmental performance.
• Recruit, hire, train, and schedule reservations team members.
• Conduct performance evaluations, coaching sessions, and team meetings.
• Develop and maintain reservation procedures, scripts, and training materials.
• Collaborate with Front Office, Sales, Marketing, and Finance teams.
• Ensure compliance with company policies, standards, and procedures.
• Drive continuous improvements in service quality, efficiency, and revenue generation.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Hospitality, Business, or a related field preferred.
• Minimum 3-5 years of hotel or resort reservations experience.
• Previous supervisory or management experience required.
• Strong knowledge of hotel reservation systems, property management systems Opera (PMS), and booking channels.
• Understanding of revenue management principles, inventory controls, and rate strategies.
• Excellent leadership, coaching, and team development skills.
• Strong communication and interpersonal skills.
• Ability to analyze reports, identify trends, and make data-driven decisions.
• Strong organizational and time management skills with attention to detail.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Ability to multitask and work effectively in a fast