Compensation Type
Yearly
Highgate Hotels
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
Location
The Ambassador Hotel of Waikiki, Tapestry Collection by Hilton is located in the heart of Waikiki, on the south shore of Honolulu. The hotel is a comfortable home away from home, where our friendly staff and warm service perfectly capture the ''Spirit of Aloha''. Enjoy our spacious accommodations with all of the amenities of home. The Ambassador Hotel of Waikiki, Tapestry Collection by Hilton offers 311 spacious guest rooms accommodations with all of the amenities of home.
Overview
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.
Responsibilities
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
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 require
Computer/Desk work for extended period
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
Qualifications