Reservations Supervisor - Military veterans preferred

Compensation Type: Hourly 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:

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 destination—a forerunner in the renaissance of downtown Dallas.

 

Overview:

The Reservations Supervisor plays a leading role in generating revenue for the hotel. Some of your daily tasks will involve following sales strategies, listening and communicating effectively with a wide range of callers, closing sales, and inputting detailed information into the property management system. Our Reservations Supervisor needs to be available to work on different shifts designed to cover the Reservation Center between 7 AM and 11 PM, seven days a week. The Supervisor will be responsible for managing processes, maintaining standards and doing schedules for ambassadors.

Responsibilities:

• Maintain a professional and high-quality service oriented environment at all times
• Process all reservation requests, changes and cancellations received by phone, fax, email, and through corporate reservations center or travel agencies
• Maximize rate for all reservations, and use up-selling techniques
• Maintain current knowledge of all hotels & outlets offerings and hours of operation
• Access guest history records and maintain accurate information
• Resolve guest complaints, ensuring guest satisfaction
• Support groups and events team as required, ensuring a timely service and optimum satisfaction
• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting training, conducting coaching and counseling and delivering recognition
• Perform other reasonable job duties as requested by leader

Qualifications:

• High School Diploma or related
• Minimum of 1 year of general Hotel experience required
• Minimum of 1 year of experience in a luxury hospitality setting preferred
• Excellent written and verbal communication skills
• Ability to effectively engage individuals over the phone
• Organized and detail oriented with the ability to be flexible
• Must possess the ability to handle stressful situations in a calm, professional manner
• Proactive and exceptional organization skills
• Time management focused
• Must have strong computer skills
• Available to work a varied schedule that will include evenings and weekends
• Operate with passion, respect, integrity, dedication and empowerment to all internal and external guests