Complex Reservations Manager

Highgate Hotels • Key West, FL

6d • Onsite

About The Position

The Complex Reservations Manager supports the daily operation of the Reservations Department for Southernmost Beach Resort and The Marker Resort. The role assists with team leadership, guest service, training, and reservation accuracy, and works closely with the Reservations Manager, Revenue Management, Front Office, and Sales teams to maximize occupancy, revenue, and guest satisfaction while maintaining exceptional service standards.

Requirements

• High school diploma or equivalent required.
• Minimum 3–5 years of hotel or resort reservations experience.
• Previous supervisory or management experience required.
• Strong knowledge of hotel reservation systems, property management 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.

Nice To Haves

• Associate’s or Bachelor’s degree in Hospitality, Business, or a related field.

Responsibilities

• Oversee the daily operations of the Reservations Department.
• Lead, coach, and develop reservation agents to support 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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED