Sales Reservations Manager

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

Overview:

The Sales 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 Sales and Reservations Department.

• Support the daily operations of the Reservations and Sales office by ensuring efficient administrative processes, organization, and communication across departments.
• Answer and respond promptly and professionally to telephone calls, emails, mail correspondence, and guest, client, or employee inquiries.
• Assist with reservation operations by maintaining complete proficiency in all PMS systems and reservation platforms, including OnQ, R&I, GDS, and all Hilton Brand platforms within brand standards.
• Maximize room revenue, occupancy, and rate integrity by supporting Revenue Strategy initiatives in accordance with SOPs.
• Attend and participate in Revenue Strategy, Sales, departmental meetings, and training sessions as required by management.
• Review arrivals reports, reservations logs, guest request logs, and group block information daily to ensure accuracy and operational readiness.
• Monitor competitor occupancy and pricing trends and communicate recommendations to leadership based on findings.
• Maintain knowledge of hotel amenities, outlets, hours of operation, promotions, and corporate programs to effectively communicate information to guests, clients, and callers.
• Maintain adequate inventory of office supplies and ensure office items remained stocked.
• Ensure compliance with hotel policies and procedures related to billing, routing, accounts receivable, PM accounts, payroll, and credit policies.
• Assist with preparation of monthly occupancy and revenue forecasts, daily/weekly reports, Event Orders (EOs), meeting minutes, group resumes, and departmental correspondence.
• Maintain accurate and organized filing systems for reservations, reports, correspondence, restrictions, contracts, and operational documentation.
• Coordinate and communicate inventory availability, suite controls, closeouts, and group updates with wholesalers, travel partners, and internal departments.
• Monitor and coordinate VIP guests, amenities, special requests, group arrangements, and corporate-sponsored programs to ensure exceptional guest experiences.
• Prepare and process travel agent/group commissions/checks, payroll corrections, scheduling documentation, and other administrative records in a timely manner.
• Maintain office efficiency by managing trace files, office supply inventory, departmental stationery pars, copying, faxing, mailing, and general administrative support.
• Assist with meeting and event space operations and provide support for guest and client services as needed.
• Conduct quality assurance test calls and support adherence to hotel service standards, reservation procedures, and rate quoting standards.
• Maintain professional working relationships and open communication with managers, employees, guests, and other departments to support operational and revenue goals.
• Stay current with industry trends, systems, software updates, and operational innovations relevant to reservations, sales, and hospitality operations.
• Support Sales Team needs including reporting, data processing reports, contracting support, group/event billing and site inspection tasks as needed.

• 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.