Reservations 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

Park Lane New York, situated on Billionaires' Row - home to the world's most coveted addresses on
Central Park South - has been completely reimagined as a departure from its neighbors and serves as a
unique and inclusive retreat within walking distance of the city's cultural hubs including Lincoln Center,
Carnegie Hall, 5th Avenue shopping, and the Museum of Modern Art. The 47-story property features 610
rooms - nearly half of which provide sweeping park-facing views - and 11,000 square feet of reimagined
indoor and outdoor event space. A fitness center perched on the fifth floor offers state-of-the-art
equipment and its own separate outdoor terrace. The reimagined hotel features three new food & beverage venues throughout the hotel including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant on the hotel's second floor, and CentralPark South's only rooftop lounge atop the hotel. Perched on the 47th floor, the cocktail bar will treat guests to a one-of-a-kind experience against the backdrop of Manhattan's sprawling skyline and park.

We are seeking an experienced, service-driven Reservations Manager to lead the reservations department for a luxury hotel. This individual will be responsible for maximizing revenue opportunities, ensuring reservation accuracy, and maintaining exceptional guest service standards.

The ideal candidate is a strong leader with excellent communication skills, advanced knowledge of hotel reservation systems, and a passion for delivering outstanding guest experiences.

Key Responsibilities

Manage the day-to-day operations of the Reservations Department.
• Lead, coach, train, and develop reservation agents to achieve departmental goals and service standards.
• Monitor reservation activity, room inventory, and booking trends to maximize occupancy and revenue.
• Ensure accuracy of reservations, room assignments, rate codes, packages, and market segment coding.
• Work closely with Revenue Management, Front Office, and Sales, to optimize hotel performance.
• Maintain and troubleshoot reservation system configurations and inventory controls.
• Handle VIP reservations, escalated guest requests, and service recovery situations professionally.
• Monitor call quality, guest satisfaction, and response times to ensure a luxury guest experience.
• Prepare and analyze reservations reports using Excel and other hotel systems.
• Ensure that all reservations, policies, procedures, and brand standards are followed.

• Minimum 3-5 years of hotel reservations experience, with at least 2 years in a supervisory or management role.
• Previous luxury hotel experience preferred.
• Strong knowledge of OPERA V5 and OPERA Cloud PMS required.
• Advanced Microsoft Excel skills
• Excellent phone etiquette with a professional, guest-focused communication style.
• Proven leadership ability with experience managing, coaching, and motivating teams.
• Strong organizational and time-management skills.
• Ability to work in a fast-paced environment while maintaining exceptional attention to detail.

We are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

• 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

For Employees Based in Washington:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

This job opening was posted on [insert date] and will remain open for at least 75 days.