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Highgate Hotels Reservations Manager in New York, New York

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Inspired by its Crosby Street location, NoMo blends nostalgia with modern for an authentic and unique SoHo experience — as seen by its curated collection of vintage and contemporary art. Guests can enjoy farm - to - fork seasonal cuisine at NoMo Kitchen or relax daily with morning coffee and tea in the Library Lounge. NoMo SoHo is a true blend of comfort and class providing guests with luxury accommodations in a stylish setting.


The Reservations Manager is responsible for maximizing Rooms revenue through management of the hotel’s room inventory, and for assisting in managing of the day-to-day activities and duties of the Reservations Department.

  • Maximize room revenue and occupancy by reviewing status daily. Monitor selling status of house daily, such as: flash report, allowances, etc.

  • Attend daily and weekly Revenue Strategy meetings.

  • Follows the Revenue Strategy program according to SOP.

  • Review arrivals report and daily flash report to ensure accuracy.

  • Be completely competent in all PMS functions used by Reservations.

  • Monitor competitors for occupancy and rate, and recommend changes based on findings.

  • Be knowledgeable on property information (outlets, hours of operation, etc.) and ensure the staff is trained to communicate hotel information to callers.

  • Comply with hotel policies on billing, routing, master accounts, A/R accounts and PM accounts.

  • Ensure timely processing of travel agent checks.

  • Control suite inventory.

  • Maintain rate integrity program.

  • Make weekly test calls according to hotel standards.

  • Be knowledgeable about the uses and functions of, GDS FTCRS and OPERA.

  • Ensure that Forecast is completed on a timely basis, according to SOP's.

  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

  • Assist in preparation of monthly revenue and occupancy forecasting.

  • Know the hotel’s rate quoting standards.

  • Complete weekly work schedule for reservation sales agents according to business forecast, payroll budget guidelines and productivity requirements.

  • Process/correct daily payroll sheets.

  • Follow and enforce all hotel credit policies.

  • Understand and follow Revenue Strategy restrictions.

  • Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or VIP programs, and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs.

  • Update group information daily. Maintain and be familiar with future group blocks.

  • Communicate availability/close outs to wholesalers.

  • Monitor all V.I.P.'s, special guests and requests.

  • Maintain required pars of all Reservations and stationary supplies.

  • Review Reservations log book and Guest Request log on a daily basis.

  • Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions, etc.

  • A 4-year college degree; or a 2-year college degree and at least 1 year of related experience; or two to three years of experience in a hotel or related field required.

  • Previous management experience preferred.

  • Must be proficient in Windows and company approved spreadsheets and word processing.

  • 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 a warm and friendly demeanor at all times.

  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

  • Must be able to multitask and prioritize departmental functions to meet deadlines.

  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

  • Attend all hotel required meetings and trainings.

  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

  • 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.

Job ID: 2019-8389

External Company Name: Highgate Hotels, L.P., a Delaware Limited Partnership

External Company URL:

Address1: 9 Crosby St.