Reservations Operations Manager

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

This 645-room hotel is perfectly located on Honolulu's famous Kalakaua Avenue, where it is just steps to the beach and an arm's reach to the best dining, shopping, and entertainment in the area. Guests can borrow the hotel's own towels and beach chairs to spend the day by the sea, or choose to lay out by the hotel's pool with a tropical drink from nearby Tiki's Grill and Bar. And for the adventurous, The Twin Fin offers a on-site activities desk ready to curate a number of fun experiences.

The Reservations Operations Manager is responsible for overseeing all reservation administration functions to ensure accuracy, efficiency, and exceptional guest service throughout the pre-arrival experience. This position manages group reservation setup, reservation inquiries, guest messaging platforms, deposit collection, payment processing, travel agent commission auditing, and reservation data integrity. The Reservations Operations Manager serves as a liaison between the third party call center, Sales, Revenue Management, Front Office, and Accounting to ensure accurate reservation management, seamless guest communication, timely revenue collection, and effective support of hotel occupancy goals.

Fundamental Requirements:

Create, modify, and maintain group room blocks, rooming lists, and individual group reservations.
• Manage the reservations email inbox and respond to guest reservation inquiries in a timely manner.
• Review and maintain reservation accuracy, ensuring rates, packages, and guest information are entered correctly.
• Conduct routine reservation audits to ensure reservation integrity and data accuracy.
• Ensure reservation records comply with hotel policies and procedures.
• Respond to pre-arrival guest inquiries received through hotel systems, OTA extranets, and messaging platforms.
• Monitor guest communications for service recovery opportunities and follow-up as necessary.
• Assist guests with reservation modifications, special requests, and payment inquiries.
• Process advance deposits according to hotel policies.
• Charge non-refundable reservations and advance purchase bookings in accordance with rate rules.
• Process reservation-related refunds when applicable.
• Ensure billing discrepancies and payment issues are resolved.
• Audit travel agent commissions for accuracy and completeness.
• Research and resolve commission discrepancies.
• Ensure timely submission and processing of commission payments.
• Maintain records and documentation supporting commission audits.
• Coordinate closely with Sales on rooming lists, pickup reports, and reservation-related group requirements.
• Assist with maintaining reservation accuracy and inventory controls.
• Maintain proficiency in all reservations systems and related software platforms.
• Utilize OPERA, OTA extranets, commission platforms, and other reservation systems effectively.
• Generate and distribute reservation and operational reports as required.
• Work collaboratively with Front Office, Sales, Revenue Management, Accounting, and Guest Services.
• Comply with hotel policies on billing, routing, master accounts, A/R accounts, and PM accounts.
• Follow and enforce all hotel credit policies.
• Be knowledgeable of property information (outlets, hours of operation, etc.) and assist in updating booking channels as necessary.
• Know the hotel's rate quoting standards.
• Support hotel goals related to guest satisfaction, occupancy, and revenue production while understanding and following the revenue strategy restrictions.

Education & Experience:

• Associate's or Bachelor's Degree preferred.
• Minimum 2-3 years of hotel reservations, front office, revenue, sales administration or related hospitality experience
• Experience with hotel PMS systems, preferably OPERA Cloud
• Proficient in Microsoft Office Suite, including Excel, Word and Outlook
• Strong organizational, administrative, and analytical skills

Physical requirements:

• Flexible and long hours sometimes required
• Computer/Desk work for extended periods
• 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

General Requirements:

• 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 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, including attire that meets dress code requirements with a 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 programs 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 related areas
• Must be able to maintain confidentiality of information
• Must be able to show initiative, including anticipating guest or operational needs
• Perform other duties as requested by management