Reservations Team Lead: Guest Experience & Revenue

Highgate; 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

Short-term and long-term disability

401(k) retirement plan with employer-m

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program

Tuition reimbursement

Jury duty leave

Job summary

Highgate Hotels in Key West is seeking a Reservations Supervisor to oversee daily reservation operations, coach agents, and ensure accurate bookings in our property management system. You will monitor call quality, response times, and guest service standards while coordinating with Front Office and Revenue Management to maximize occupancy and revenue.

The role requires at least 2 years in hotel reservations and prior supervisory experience.

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.
• Directly supervise Reservation Agents.
• Conduct training, coaching, performance evaluations, and corrective action when necessary.
• Foster a positive, team-oriented work environment.

Skills

Reservations Experience

Customer Service

Communication

Multitasking

Supervisory Experience

Problem Solving

Education

High School Diploma or Equivalent

College Degree Preferred

Tools

Property Management Systems

Reservation Software

Microsoft Office

Job description

Highgate Hotels in Key West is seeking a Reservations Supervisor to oversee daily reservation operations, coach agents, and ensure accurate bookings in our property management system. You will monitor call quality, response times, and guest service standards while coordinating with Front Office and Revenue Management to maximize occupancy and revenue.

The role requires at least 2 years in hotel reservations and prior supervisory experience.