Complex Reservations Manager

Highgate Hotels•Key West, FL

4d•Onsite

About The Position

The Complex Reservations Manager supports the daily operation of the Reservations Department by assisting with team leadership, guest service, training, and reservation accuracy. This position works closely with the Reservations Manager, Revenue Management, Front Office, and Sales teams to maximize occupancy, revenue, and guest satisfaction while ensuring exceptional service standards are maintained. The resorts are Southernmost Beach Resort & The Marker Resort.

Requirements

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, 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.

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.