Reservations Manager

Reservations Manager

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgates portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industrys most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

The Joule Dallas, TX

Built in the 1920s, the neo-Gothic landmark building at 1530 Main Street was originally the Dallas National Bank. It dominated the downtown skyline during a thriving era of Dallas banking and West Texas oil booms. Downtown Dallas flourished through the 80s, but as the 20th century drew to a close, it was a shadow of its former glory. A decade of development deals and massive renovations transformed the then-vacant bank building into a Forbes four-star boutique hotel. Aptly named after the international unit of energy, The Joule brought a charge to downtown Dallas when it opened in 2008. Through a series of further renovations and expansions as adjacent properties became available, The Joule has become a cultural, shopping, and dining destinationa forerunner in the renaissance of downtown Dallas.

TheReservationsManageris responsible forthe everyday running oftheReservations office. They willstrivetoinspire,leadand trainthereservationsteam of enthusiasticassociates.Theywillemphasizedeliveringhigh standardstogether with efficient, seamless,genuine,andpersonalizedcustomer service.The Reservations Manager will focus onmaximizingroomrevenue andensure a seamless booking experience for guestswhileoverseeing all aspects of thereservationsprocess.

• Meet or exceedQualtrics/Forbesgoals forReservations.
• Leadreservationsstaff, including training, counseling, disciplining,terminatingand performance reviews.
• Monitor financial operations and ensure compliance with accounting controls and procedures.
• Recruit andretainareservationsteam that is passionate about their craft, respectful of others and genuinely committed to exceeding guest expectations.
• Monitor labor andoperationalcost,take action to ensurealignment with financial expectations.
• Meet or exceedQualtricsmonthly goals.
• Prepare,reviewand process monthly commission statements for OTAs and travel agents.
• AssistDirector of Revenuein preparation of monthly revenue and occupancy forecasting.
• Lead a variety ofprojectsto enhance, guest and associate experience.
• Oversee and coordinate correspondenceswith guestspre and post stay.
• Respond to all guest requests inan accurateandtimelymanner making recommendations based on local knowledge and hotel practices.
• Ensureguest profiles are updated according tostandardand duplicate profiles are regularly merged and flagged.
• Monitor all V.I.P.'s, specialguestsand requests.
• Follow and enforce all hotel credit policies.
• Maximize room revenue and occupancy by reviewing status daily. Monitor selling status of house daily,such as:flash report, allowances, etc.
• Review arrivals report and daily flash report to ensure accuracy.
• Provide hands-on operational support in all areas needed.
• Follow up with any guestissuesreported on the Guest Opportunity Logandcommunicateresolutionsto the entireleadership team.
• Perform other reasonable job duties as requested bysupervisor.

• High school diploma or equivalent.
• Experience in a hotel or related field required.
• Previous management experience required.
• Flexible and long hours sometimes required.