Reservations Analyst

Compensation Type Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring 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 of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Located in the heart of Manhattan’s Times Square, the iconic Row NYC has completed a $140+ million transformation of all guest rooms and public spaces.  The hotel is surrounded by 24 Broadway theaters, is 1 block from Restaurant Row and is close to Jacob Javits Convention Center, Macy’s, Rockefeller Center, the Empire State Building and many of NYC’s top attractions.  The hotel offers 1,331 newly built guestrooms with a variety of bedding configurations including king, queen, double/double and twin.

Overview

The Reservations Analyst is an integral member of the Revenue Management team, responsible for analyzing hotel performance, preparing revenue reports, and identifying opportunities to maximize revenue and profitability. In addition, this role manages the Reservations Department, ensuring the accuracy and efficiency of reservation operations, inventory controls, and booking channel performance. By combining analytical revenue management responsibilities with hands-on oversight of reservations, the Revenue Analyst plays a key role in supporting the hotel's overall commercial strategy and financial success.

Responsibilities

• Prepare and distribute accurate daily, weekly, and monthly revenue reports, including market segmentation, production, source contribution, daily pick-up, and preferred guest program analysis.
• Assist with ensuring rates are loaded correctly and inventory is maintained accurately.
• Audit and maintain PMS, CRS, RMS, and Sales and Catering systems to ensure content and information remain accurate.
• Audit key reservation reports, including reservations made and cancellations, to verify data accuracy and identify revenue collection opportunities.
• Communicate revenue strategies and procedures to other departments as needed.
• Maintain group pick-up reports and coordinate upcoming group cut-off dates to the Sales team.
• Know the hotel’s property information, including outlets and hours of operation, and train staff to communicate this information accurately to callers.
• Comply with hotel policies for billing, routing, master accounts, accounts receivable, and PM accounts.
• Manage the reservations team by creating, auditing, and enforcing SOPs.
• Lease with key departments like Front Office, Accounting and Sales.
• Maintain knowledge of all rates, room types, and hotel products.
• Maintain full competency in all PMS functions used by the Reservations Department.
• Be knowledgeable about the uses and functions of GDS, CRS, and OPERA Cloud.
• Participate in weekly revenue management meetings.
• Prepare revenue management report information for all related meetings.
• Monitor and analyze competitors through shop reports and online research to identify selling strategies and market trends.
• Act on behalf of the Director of Revenue in their absence.
• Assist in preparing short- and long-term forecasts.
• Provide administrative support to the Revenue Management team.
• Review and analyze reports from OTA Insights, STR, Demand360, and other measurement tools to identify and present revenue opportunities.
• Update MARs in Delphi or another Sales and Catering system, as required, under the guidance of the Revenue Managers to support effective use by the sales team.
• Analyze local events and activities to project the revenue opportunities they may create.
• Prepare the 14-day forecast for distribution to the management team to support appropriate staffing levels.
• Conduct group audit checks at least monthly to ensure Delphi and the Property Management System are in balance.
• Place test calls to the Central Reservation Office and property to verify accurate rate quoting, restrictions, and selling approach.
• Ensure the daily Flash Report is accurate.
• Maintain knowledge of all special rates and promotions.
• Understand corporate-sponsored programs such as airline mileage, Triple Upgrade, and VIP programs, including the standards and procedures for each. Ensure staff understand and properly implement these programs.
• Monitor all VIPs, special guests, and special requests.
• Maintain a warm and friendly demeanor at all times.
• Communicate effectively, both verbally and in writing, with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Approach all interactions with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all required hotel meetings and trainings.
• Participate in Manager on Duty coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel standards and scheduling requirements, which may vary based on hotel needs.
• Maintain high standards of personal appearance and grooming, including wearing a nametag.
• Comply with Highgate Hotel standards and regulations to support safe and efficient hotel operations.
• Maximize productivity, identify problem areas, and assist with implementing solutions.
• Anticipate, prevent, identify, and resolve problems as needed.
• Understand and evaluate complex information and data from various sources to meet appropriate objectives.
• Maintain confidentiality of information.
• Perform other duties as requested by management.

Qualifications

Minimum of 1 year experience in the Hospitality, preferably in Hotel Management

Bachelor’s Degree

Knowledge of all industry reports and systems such as STR, Demand 360, OTA Insights, Opera Cloud, etc.

Proficient in Microsoft Excel, Word, Power Point

Ability to work quickly in a high-pressure & high stress environment.

Ability to communicate clearly both verbally and in writing.

Excellent time management skills

• Exceptional with details and follow up.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.

Benefits

We are pleased to offer to our full-time associates a comprehensive and competitive benefits packa