Reservations Supervisor: Lead, Coach & Optimize Bookings

Highgate Hotels, LP; Key West (FL); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) Retirement Plan with employer-m

Paid holidays

Paid vacation

Paid sick leave

Educational opportunities / Tuition

Job summary

Highgate Hotels in Key West is seeking a Complex Reservations Supervisor to manage reservations, inquiries and cancellations and quote rates that maximize room revenue while upholding Highgate standards.

You will supervise the Reservations Department, coach agents, monitor call quality, ensure accurate entries in the property management system, and collaborate with Front Office, Revenue Management and Sales.

Qualifications

• High school diploma or equivalent required; college degree preferred.
• Minimum 2 years of hotel reservations experience required.
• Prior supervisory experience preferred.
• Knowledge of hotel property management systems and reservation software.
• Strong customer service, communication, and problem-solving skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency with Microsoft Office applications.
• Ability to sit for extended periods while working on a computer.
• Ability to communicate effectively by phone, email, and in person.

Responsibilities

• Supervise and support the daily operations of the Reservations Department.
• Lead, coach, train, and develop reservation associates.
• Monitor call quality, email response times, and guest service standards.
• Ensure reservations are entered accurately and efficiently into the property management system.
• Assist guests with room reservations, modifications, cancellations, and special requests.
• Resolve guest concerns and escalated reservation issues in a professional and timely manner.
• Coordinate closely with Front Office, Revenue Management, Sales, and other departments to ensure seamless guest experiences.
• Monitor room inventory, occupancy levels, and booking trends.
• Assist with implementing rate strategies, promotions, and package offerings.
• Review daily, weekly, and monthly reservation reports.
• Maintain knowledge of hotel amenities, services, local attractions, and special events.
• Ensure compliance with company policies, brand standards, and reservation procedures.
• Assist with scheduling and staffing to ensure adequate department coverage.
• Perform additional duties as assigned.

Skills

Customer service

Communication

Problem solving

Multitasking

Phone/email/in-person communication

Education

High school diploma or equivalent

Tools

Property management system

Reservation software

Job description

Highgate Hotels in Key West is seeking a Complex Reservations Supervisor to manage reservations, inquiries and cancellations and quote rates that maximize room revenue while upholding Highgate standards.

You will supervise the Reservations Department, coach agents, monitor call quality, ensure accurate entries in the property management system, and collaborate with Front Office, Revenue Management and Sales.