Reservations Agent

Highgate Hotels is a premier real estate investment and hospitality management company widely recognized as an innovator in the hotel industry. The company holds a dominant presence in key U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu. Alongside its strong foothold in the United States, Highgate is rapidly expanding in Europe, Latin America, and the Caribbean. Managing a portfolio of global properties with a combined asset value exceeding $20 billion and generating more than $5 billion in cumulative revenues, Highgate stands as a leader in hospitality management. Its expert guidance spans all stages of the hospitality property cycle, from initial planning and development phases through recapitalization or disposition. The company’s unique capability to develop bespoke hotel brands and employ industry-leading proprietary revenue management tools sets it apart, enabling precise market dynamic predictions that maximize both performance and asset value. With corporate offices in London, New York, Dallas, and Seattle, Highgate boasts an executive team composed of some of the hospitality industry’s most experienced leaders, making the company a trusted partner for top ownership groups and major hotel brands.

The role of the Reservations Agent at Highgate Hotels is a critical position responsible for managing reservations, inquiries, and cancellations with the utmost attention, courtesy, and efficiency. This hourly position requires answering incoming calls promptly and courteously while consistently quoting available room rates to maximize revenue according to Highgate Hotel standards. The Reservations Agent will handle guest inquiries about hotel services, facilities, and operating hours, ensuring that every interaction meets the service excellence expected in a premier hospitality environment. Additionally, the role involves booking reservations to optimize room revenue and average rates, utilizing standard rate quoting scenarios and upselling rooms when possible. The agent will enter reservations accurately into computer systems following established procedures and collaborate closely with the Sales Department regarding group bookings. Maintaining the availability calendar and effectively communicating all pertinent information to operations staff is essential, along with managing special reservations such as VIP bookings, packages, and discounts.

Beyond booking duties, the Reservations Agent will be responsible for monitoring daily sales activities, forecasting according to management’s requirements, and alerting the Front Desk Manager to any sold-out nights, group status updates, or potential problems. They will also perform related administrative tasks, such as processing travel agent checks and no-show revenues, filing reservations and group contracts, sending confirmations, and handling brochure requests. Flexibility is also necessary since the agent must be capable of performing all duties of a Front Desk Agent and assisting at the front desk when needed. Communication with wholesalers and periodic calls to area hotels to check occupancy further support the revenue management process. This position requires strong organizational skills, attention to detail, and a customer-focused approach to ensure a seamless booking experience that contributes directly to maximizing the hotel's revenue and enhancing guest satisfaction.