Reservations Manager: Revenue & Guest Experience Lead

Highgate Hotels L.P.; Key West (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement plan with employer"s

Paid holidays

Paid vacation

Paid sick leave

EAP

Tuition reimbursement

Job summary

Highgate Hotels in Key West seeks a Complex Reservations Manager to lead the Reservations Department, drive guest satisfaction, and maximize occupancy and revenue. You will collaborate with Revenue Management, Front Office, Sales, and Finance to ensure flawless reservation operations and service.

The role requires 3–5 years of reservations leadership in hotels or resorts, strong Opera PMS knowledge, and proven coaching skills. A high school diploma is required; a degree is preferred.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Hospitality, Business, or a related field preferred.
• Minimum 3-5 years of hotel or resort reservations experience.
• Previous supervisory or management experience required.
• Strong knowledge of hotel reservation systems, Opera (PMS), and booking channels.
• Understanding of revenue management principles, inventory controls, and rate strategies.
• Excellent leadership, coaching, and team development skills.
• Strong communication and interpersonal skills.
• Ability to analyze reports, identify trends, and make data-driven decisions.
• Strong organizational and time management skills with attention to detail.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Ability to multitask and work effectively in a fast-paced environment.
• Flexible schedule, including weekends, holidays, and peak business periods as needed.
• Commitment to providing exceptional guest service and maintaining professional standards.

Responsibilities

• Oversee the daily operations of the Reservations Department.
• Lead, coach, and develop reservation agents to ensure high performance and exceptional guest service.
• Monitor reservations, occupancy, call conversion, and other key performance metrics.
• Partner with Revenue Management to maximize room revenue and optimize inventory.
• Review booking trends and implement strategies to improve sales and guest satisfaction.
• Manage reservation systems, rate codes, packages, and promotional offers.
• Handle escalated guest concerns and resolve complex reservation issues.
• Ensure accuracy of reservations, billing, routing instructions, and guest information.
• Prepare reports and analyze departmental performance.
• Recruit, hire, train, and schedule reservations team members.
• Conduct performance evaluations, coaching sessions, and team meetings.
• Develop and maintain reservation procedures, scripts, and training materials.
• Collaborate with Front Office, Sales, Marketing, and Finance teams.
• Ensure compliance with company policies, standards, and procedures.
• Drive continuous improvements in service quality, efficiency, and revenue generation.

Skills

Leadership

Staff development

Reservation systems

Opera PMS

Revenue management

Data analysis

Microsoft Office

Time management

Communication

Supervisory experience

Education

High school diploma or equivalent

Associate or Bachelor’s degree preferred

Tools

Opera PMS

Booking channels

Job description

Highgate Hotels in Key West seeks a Complex Reservations Manager to lead the Reservations Department, drive guest satisfaction, and maximize occupancy and revenue. You will collaborate with Revenue Management, Front Office, Sales, and Finance to ensure flawless reservation operations and service.

The role requires 3–5 years of reservations leadership in hotels or resorts, strong Opera PMS knowledge, and proven coaching skills. A high school diploma is required; a degree is preferred.