Complex Reservations Supervisor

Highgate Hotels•Key West, FL

4d•Onsite

About The Position

The Reservations Supervisor is responsible for handling reservations, inquiries and cancellations in an attentive, courteous and efficient manner, and quoting available rates to maximize room revenue according to Highgate Hotel standards. He/she is also responsible for participating in the monthly Rooms Merchandising meeting.

Requirements

High school diploma or equivalent required
Minimum 2 years of hotel reservations experience required
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.

Nice To Haves

college degree preferred
Prior supervisory experience preferred

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.