Reservations Coordinator

Compensation Type

Highgate Hotels

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. Highgate’s 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 industry’s 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.

Location

Park Lane New York, situated on Billionaires’ Row – home to the world’s most coveted addresses onCentral Park South – has been completely reimagined as a departure from its neighbors and serves as aunique 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 610rooms – nearly half of which provide sweeping park-facing views – and 11,000 square feet of reimaginedindoor and outdoor event space. A fitness center perched on the fifth floor offers state-of-the-artequipment 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.

Overview

The Reservations Coordinator is responsible for handling reservations, inquiries and cancellations in an attentive, courteous and efficient manner, and quoting available rates to maximize room revenue according to Highgate Hotel standards.  He/she is also responsible for participating in the monthly Rooms Merchandising meeting.

Responsibilities

• Answer incoming calls professionally, efficiently gathering guest information such as arrival/departure dates, room types, and special requests.
• Offer personalized solutions based on guest preferences and needs.
• Confirm room availability by reviewing current inventory and pricing.
• Offer alternatives if a specific room or date is unavailable, ensuring guest satisfaction.
• Accurately input reservation details into the Property Management System (PMS).
• Ensure all guest information is precise, up-to-date, and complete.
• Manage changes to bookings, including cancellations, date adjustments, or room type modifications.
• Ensure timely updates to PMS and communicate with guests as needed.
• Collaborate with the sales team to coordinate group bookings, room blocks, billing arrangements, and guest lists.
• Ensure all group details are accurately recorded and communicated.
• Respond to emails promptly, confirming reservations and providing information about policies, amenities, and special requests.
• Maintain clear and courteous communication with guests.
• Identify and address the needs of VIP guests, ensuring a personalized experience.
• Coordinate special requests or arrangements for high-profile guests.

Qualifications

• High School diploma or equivalent required.
• Experience in a hotel or a related field preferred.
• College course work in related field helpful.