Reservations Analyst

Highgate Hotels•New York, NY

4d•Onsite

About The Position

The Reservations Analyst is an integral member of the Revenue Management team, responsible for analyzing hotel performance, preparing revenue reports, and identifying opportunities to maximize revenue and profitability. In addition, this role manages the Reservations Department, ensuring the accuracy and efficiency of reservation operations, inventory controls, and booking channel performance. By combining analytical revenue management responsibilities with hands-on oversight of reservations, the Revenue Analyst plays a key role in supporting the hotel's overall commercial strategy and financial success.

Requirements

Minimum of 1 year experience in the Hospitality, preferably in Hotel Management
Bachelor’s Degree
Knowledge of all industry reports and systems such as STR, Demand 360, OTA Insights, Opera Cloud, etc.
Proficient in Microsoft Excel, Word, Power Point
Ability to work quickly in a high-pressure & high stress environment.
Ability to communicate clearly both verbally and in writing.
Excellent time management skills
Exceptional with details and follow up.
Flexible and long hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.

Responsibilities

Prepare and distribute accurate daily, weekly, and monthly revenue reports, including market segmentation, production, source contribution, daily pick-up, and preferred guest program analysis.
Assist with ensuring rates are loaded correctly and inventory is maintained accurately.
Audit and maintain PMS, CRS, RMS, and Sales and Catering systems to ensure content and information remain accurate.
Audit key reservation reports, including reservations made and cancellations, to verify data accuracy and identify revenue collection opportunities.
Communicate revenue strategies and procedures to other departments as needed.
Maintain group pick-up reports and coordinate upcoming group cut-off dates to the Sales team.
Know the hotel’s property information, including outlets and hours of operation, and train staff to communicate this information accurately to callers.
Comply with hotel policies for billing, routing, master accounts, accounts receivable, and PM accounts.
Manage the reservations team by creating, auditing, and enforcing SOPs.
Lease with key departments like Front Office, Accounting and Sales.
Maintain knowledge of all rates, room types, and hotel products.
Maintain full competency in all PMS functions used by the Reservations Department.
Be knowledgeable about the uses and functions of GDS, CRS, and OPERA Cloud.
Participate in weekly revenue management meetings.
Prepare revenue management report information for all related meetings.
Monitor and analyze competitors through shop reports and online research to identify selling strategies and market trends.
Act on behalf of the Director of Revenue in their absence.
Assist in preparing short- and long-term forecasts.
Provide administrative support to the Revenue Management team.
Review and analyze reports from OTA Insights, STR, Demand360, and other measurement tools to identify and present revenue opportunities.
Update MARs in Delphi or another Sales and Catering system, as required, under the guidance of the Revenue Managers to support effective use by the sales team.
Analyze local events and activities to project the revenue opportunities they may create.
Prepare the 14-day forecast for distribution to the management team to support appropriate staffing levels.
Conduct group audit checks at least monthly to ensure Delphi and the Property Management System are in balance.
Place test calls to the Central Reservation Office and property to verify accurate rate quoting, restrictions, and selling approach.
Ensure the daily Flash Report is accurate.
Maintain knowledge of all special rates and promotions.
Understand corporate-sponsored programs such as airline mileage, Triple Upgrade, and VIP programs, including the standards and procedures for each.
Ensure staff understand and properly implement these programs.
Monitor all VIPs, special guests, and special requests.
Maintain a warm and friendly demeanor at all times.
Communicate effectively, both verbally and in writing, with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
Listen to, understand, and clarify concerns raised by employees and guests.
Multitask and prioritize departmental functions to meet deadlines.
Approach all interactions with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
Attend all required hotel meetings and trainings.
Participate in Manager on Duty coverage as required.
Maintain regular attendance in compliance with Highgate Hotel standards and scheduling requirements, which may vary based on hotel needs.
Maintain high standards of personal appearance and grooming, including wearing a nametag.
Comply with Highgate Hotel standards and regulations to support safe and efficient hotel operations.
Maximize productivity, identify problem areas, and assist with implementing solutions.
Anticipate, prevent, identify, and resolve problems as needed.
Understand and evaluate complex information and data from various sources to meet appropriate objectives.
Maintain confidentiality of information.
Perform other duties as requested by management.

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 (provided in accordance with applicable law)
Employee assistance program (EAP)
Educational opportunities / Tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law