Reservations Manager

Compensation Type

Highgate Hotels

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. 

Location

The Elser Hotel & Residences is a 49-story luxury condominium hotel located in Downtown Miami. The newly completed tower offers 646 fully furnished rooms/residences, over 19,000 square feet of curated amenities and 5,000 square feet of prime retail space. Named after the iconic Elser Pier, which was built in the 1900s and became the premier place for locals and visitors to enjoy the magical shoreline of Biscayne Bay in downtown Miami, The Elser Hotel & Residences will continue this tradition.

Overview

The Reservations Manager is responsible for directing, coordinating, and supervising all reservation activities to ensure the efficient management of transient and group reservations while maximizing room revenue and guest satisfaction. This position serves as a key liaison between Revenue Management, the Sales Department, and hotel operations, ensuring seamless communication and execution of reservation strategies. The Reservations Manager is responsible for overseeing reservation accuracy, inventory management, group block administration, and team performance while maintaining the highest level of service and operational excellence. Additionally, the Reservations Manager supports revenue optimization initiatives, fosters strong interdepartmental collaboration, and ensures departmental goals align with the hotel's revenue objectives, operational standards, and overall business strategy.

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.
• Coordinate closely with Revenue Management, Sales, Front Office, and Operations to maximize occupancy, optimize inventory, and ensure the successful execution of group and transient business.
• Partner with Sales Managers and Revenue Management to administer group room blocks, process block increases, obtain contract addendums, and communicate inventory updates.
• Monitor reservation systems for discrepancies, including rate integrity, reservation interface failures, inventory variances, and billing errors, and resolve issues in a timely manner.
• Perform daily reconciliation of CRS and PMS inventory to ensure system accuracy and maximize revenue opportunities.
• 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.
• Coordinate 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.
• Maintain complete knowledge of Opera, SynXis, Delphi, CRS, PMS, OXI interfaces, and all other property management and reservation systems required to perform the role successfully.
• Maintain a clean, organized, and professional work environment while complying with all Highgate Hotels policies, procedures, safety standards, and brand guidelines.
• Develop and maintain positive working relationships with associates across all departments to support collaboration, operational excellence, and achievement of departmental and hotel goals.
• Attend all required training sessions, departmental meetings, and professional development opportunities.
• 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.
• 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 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.
• Perform other duties as requested by management.