Reservations Supervisor

Reservations Supervisor

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.

The Reservations Supervisor is responsible for maximizing rooms revenue through management of the hotel's room inventory, and for assisting in supervision of the day-to-day activities and duties of the Reservations Department.

Responsibilities include maximizing room revenue and occupancy by reviewing status daily, attending daily and weekly revenue strategy meetings, following the revenue strategy program according to SOP, reviewing arrivals report and daily flash report to ensure accuracy, being completely competent in all PMS functions used by Reservations, monitoring competitors for occupancy and rate, and recommending changes based on findings.

The Reservations Supervisor must also be knowledgeable on property information, 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, 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, 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, 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 include a 4-year college degree; or a 2-year college degree and at least 1 year of related experience; or two to three years of experience in a hotel or related field required. Previous supervisory 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. Perform other duties as requested by management.