Reservations Manager

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with 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 consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston’s Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.

The Reservations Manager and Revenue Analysis works directly with the Director of Revenue to maximize hotel revenue through daily management of room inventory, pricing, and reservations processes. In this role you will help develop and recommend room rates and selling strategies to optimize the best mix of business through multiple distribution channels with emphasis on in-house contribution. In addition, this position will be responsible for driving analysis, compiling reports and developing models to support better decisions across the business.

• To manage the daily operations ensuring efficient, accurate, and courteous reservation services
• To maintain constant communication with the Sales/Marketing and Front Office Departments regarding room status
• To supervise the reservations staff with concentration on training and development
• Empower, coach and recommend discipline as appropriate
• To implement reservation sales programs, monitor results and direct the operations in a manner fitting The Newbury Boston culture and brand standards.
• To monitor and control inventory levels in the Hotel's Property Management System as implemented by the Director of Revenue Management and communicate daily to the Reservations Staff
• To create guidelines to measure and maintain selling skills, conversions and upselling
• To monitor group blocks, allotments and ensure rooming lists are received and entered in a timely manner
• Reconcile group room blocks in Opera with numbers in Delphi
• To respond to any guest or customer concerns and ensure solutions are in the best interest of the guest and the hotel
• To delegate and monitor the progress and completion of all work
• To complete all payroll reports and ensure adherence to the monthly expenses
• Support Director of Revenue in proactive and accurate maintenance and management of all systems: Opera PMS Lodgiq/Ideas RMS, Synxis/Navis CRS and Delphi Sales and Catering Systems.
• Support Director of Revenue in reports and presentations for required ownership, hotel and regional leadership reporting.
• Validate required data entry for daily, weekly and monthly reports used for monitoring performance against budget, forecast and proforma.
• Assist Director of Revenue in preparing short and long-term forecasts.

• Three to four years of prior experience in a related position in a luxury 5 star hotel preferred
• College degree in hotel or business administration highly preferred
• Knowledge of the principles and practices within the Revenue Management/Sales & Marketing profession; This includes experimental knowledge required for management of people, complex problems and efficient sales activities
• Must possess communication skills in terms of the ability to negotiate, convince, sell and influence others
• Ability to make decisions with only general policies and procedures for guidance
• Strong computer literacy -- particularly with Opera, Delphi, IDEAS, NAVIS, and Microsoft Office
• Must effectively manage and adhere to strict daily/weekly/monthly deadlines.
• Extensive proficiency in Excel, Word, and PowerPoint required and ability to manipulate data essential
• Attention to detail required.
• Ability to operate in a team environment.
• Excellent written and verbal communication skills
• Excellent interpersonal skills and demonstrated maturity.
• Ability to manage multiple tasks and responsibilities at once.