Complex Reservations Manager

Compensation Type: Yearly Highgate Hotels: Highgate 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 outperformance 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. . Location:  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.  Overview: The Reservations Manager is responsible for maximizing Rooms revenue through management of the hotel’s room inventory, and for assisting in managing of the day-to-day activities and duties of the Reservations Department. Complex Position for Southernmost Beach Resort & The Marker Resort  Responsibilities: Maximize room revenue and occupancy by reviewing status daily. Monitor selling status of house daily, such as: flash report, allowances, etc.Attend daily and weekly Revenue Strategy meetings.Follows 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 the 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 SOP's.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. Ensure that staff is knowledgeable in understanding and implementing corporate programs.Update group information daily. Maintain and be familiar with future group blocks.Communicate availability/close outs to wholesalers.Monitor all V.I.P.'s, special guests and requests.Maintain required pars 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. Qualifications: 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 experience preferred.Must be proficient in Windows and company approved spreadsheets and word processing.Flexible and long hours sometimes required.Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.Maintain a warm and friendly demeanor at all times.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.Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.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 includes wearing the proper uniform and nametag.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 apply complex information, data, etc. from various sources to meet appropriate objectives.Must be able to cross-train in other hotel related areas.Must be able to maintain confidentiality of information.Must be able to show initiative, including anticipating guest or operational needs.  

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