Reservations Manager

Highgate Hotels L.P.; City of Niagara Falls (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Highgate Hotels is seeking a Reservations Manager for the iconic Row NYC in Manhattan. The role focuses on maximizing room revenue, managing inventory, and supporting day-to-day operations of the Reservations Department.

The ideal candidate will have a 4-year college degree (or 2-year degree with hotel experience), strong Windows/Spreadsheets/Word skills, and the ability to lead a team and communicate effectively with guests and staff.

Qualifications

• Requires a 4-year college degree or 2-year degree with at least 1 year in hotels or related field.
• Previous management experience preferred.
• Proficient in Windows and company-approved spreadsheets and word processing.

Responsibilities

• Maximize room revenue and occupancy by reviewing status daily.
• Attend Revenue Strategy meetings and follow SOPs.
• Be competent in all PMS functions used by Reservations.
• Monitor competitors for occupancy and rate and adjust strategies.
• Communicate hotel information to callers and train staff accordingly.
• Maintain rate integrity and manage group information and future blocks.
• Prepare monthly revenue and occupancy forecasting and staff schedules.
• Follow hotel credit policies and ensure timely payroll processing.

Skills

Customer service

Effective communication

multitasking

Attention to detail

Problem solving

Education

4-year college degree or2-year degree+1yr experience

Tools

Windows

Company-approved spreadsheets

Word processing

PMS systems

GDS FTCRS

OPERA Cloud

Job description

Compensation Type

Yearly

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

Located in the heart of Manhattan’s Times Square, the iconic Row NYC has completed a $140+ million transformation of all guest rooms and public spaces. The hotel is surrounded by 24 Broadway theaters, is 1 block from Restaurant Row and is close to Jacob Javits Convention Center, Macy’s, Rockefeller Center, the Empire State Building and many of NYC’s top attractions. The hotel offers 1,331 newly built guestrooms with a variety of bedding configurations including king, queen, double/double and twin.

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.

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 Cloud.
• 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.
• Previousmanagement 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.