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. www.highgate.com

Location

Park Lane New York, situated on Billionaires’ Row – home to the world’s most coveted addresses onCentral Park South – has been completely reimagined as a departure from its neighbors and serves as aunique and inclusive retreat within walking distance of the city’s cultural hubs including Lincoln Center,Carnegie Hall, 5th Avenue shopping, and the Museum of Modern Art. The 47-story property features 610rooms – nearly half of which provide sweeping park-facing views – and 11,000 square feet of reimaginedindoor and outdoor event space. A fitness center perched on the fifth floor offers state-of-the-artequipment and its own separate outdoor terrace. The reimagined hotel features three new food & beverage venues throughout the hotel including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant on the hotel’s second floor, and CentralPark South’s only rooftop lounge atop the hotel. Perched on the 47th floor, the cocktail bar will treat guests to a one-of-a-kind experience against the backdrop of Manhattan's sprawling skyline and park.

Overview

We are seeking an experienced, service-driven Reservations Manager to lead the reservations department for a luxury hotel. This individual will be responsible for maximizing revenue opportunities, ensuring reservation accuracy, and maintaining exceptional guest service standards.

The ideal candidate is a strong leader with excellent communication skills, advanced knowledge of hotel reservation systems, and a passion for delivering outstanding guest experiences.

Responsibilities

Key Responsibilities

• Manage the day-to-day operations of the Reservations Department.
• Lead, coach, train, and develop reservation agents to achieve departmental goals and service standards.
• Monitor reservation activity, room inventory, and booking trends to maximize occupancy and revenue.
• Ensure accuracy of reservations, room assignments, rate codes, packages, and market segment coding.
• Work closely with Revenue Management, Front Office, and Sales, to optimize hotel performance.
• Maintain and troubleshoot reservation system configurations and inventory controls.
• Handle VIP reservations, escalated guest requests, and service recovery situations professionally.
• Monitor call quality, guest satisfaction, and response times to ensure a luxury guest experience.
• Prepare and analyze reservations reports using Excel and other hotel systems.
• Ensure that all reservations, policies, procedures, and brand standards are followed.

Qualifications

• Minimum 3-5 years of hotel reservations experience, with at least 2 years in a supervisory or management role.
• Previous luxury hotel experience preferred.
• Strong knowledge of OPERA V5 and OPERA Cloud PMS required.
• Advanced Microsoft Excel skills
• Excellent phone etiquette with a professional, guest-focused communication style.
• Proven leadership ability with experience managing, coaching, and motivating teams.
• Strong organizational and time-management skills.
• Ability to work in a fast-paced environment while maintaining exceptional attention to detail.