{"id":1448790,"url":"https://alion.io/job/highgate-complex-reservations-supervisor","title":"Complex Reservations Supervisor","company":{"id":1901308,"name":"Highgate","domain":"highgate.com","url":"https://alion.io/company/highgate-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Key West, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":56000,"max_usd":105000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1752},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-29T07:13:55Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-09-29T12:44:25Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Compensation Type\nHourlyHighgate Hotels\nHighgate 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\nLocation\nLocated in historic Old Town, Southernmost Beach Resort expands over 6 acres on a serene part of the island with Atlantic Ocean front views, gorgeous Key West architecture, and all the amenities you desire in a beach resort. Just a short walk or bike ride from Key West’s boutique shops, art galleries, eclectic restaurants, and non-stop nightlife, the resort spans over two city blocks and offers guest rooms that are located within easy reach of both the beach and world-famous Duval Street.\nOverview\nThe Reservations Supervisor 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.\nResponsibilities\nSupervise and support the daily operations of the Reservations Department.\nLead, coach, train, and develop reservation associates.\nMonitor call quality, email response times, and guest service standards.\nEnsure reservations are entered accurately and efficiently into the property management system.\nAssist guests with room reservations, modifications, cancellations, and special requests.\nResolve guest concerns and escalated reservation issues in a professional and timely manner.\nCoordinate closely with Front Office, Revenue Management, Sales, and other departments to ensure seamless guest experiences.\nMonitor room inventory, occupancy levels, and booking trends.\nAssist with implementing rate strategies, promotions, and package offerings.\nReview daily, weekly, and monthly reservation reports.\nMaintain knowledge of hotel amenities, services, local attractions, and special events.\nEnsure compliance with company policies, brand standards, and reservation procedures.\nAssist with scheduling and staffing to ensure adequate department coverage.\nPerform additional duties as assigned.\nSupervisory Responsibilities\nDirectly supervise Reservation Agents.\nConduct training, coaching, performance evaluations, and corrective action when necessary.\nFoster a positive, team-oriented work environment.\nQualifications\nHigh school diploma or equivalent required; college degree preferred.\nMinimum 2 years of hotel reservations experience required.\nPrior supervisory experience preferred.\nKnowledge of hotel property management systems and reservation software.\nStrong customer service, communication, and problem-solving skills.\nAbility to multitask and prioritize in a fast-paced environment.\nProficiency with Microsoft Office applications.\nAbility to sit for extended periods while working on a computer.\nAbility to communicate effectively by phone, email, and in person.\n\nBenefits\nWe are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.\nMedical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions\nPaid holidays\nPaid vacation\nPaid sick leave (provided in accordance with applicable law)\nEmployee assistance program (EAP)\nEducational opportunities / Tuition reimbursement\nPaid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law\nFor Employees Based in Washington:\n8 paid holidays per year\nUp to 20 days of paid vacation per year, based on classification and length of service\nPaid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.\nFor Employees Based in Colorado:\n8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year\nUp to 20 days of paid vacation per year, based on classification and length of service\n6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.\nFor Employees Based in California:\n8 paid holidays per year\nUp to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.\nPaid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.\nPlease note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.\n**The above-referenced benefits do not apply to part-time positions\nPosting Date\nThis job opening was posted on 9/28/2026 and will remain open for at least 75 days.","description_format":"text","description_chars":6490,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Health insurance","Life insurance","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Professional Services","Real Estate"],"lifecycle":[{"event":"open","at":"2026-09-29T07:13:55Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":20,"reasons":["conf:41","win:early","comp:junior,brand"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/highgate-complex-reservations-supervisor","json_url":"https://alion.io/job/highgate-complex-reservations-supervisor.json","meta":{"generated_at":"2026-10-02T02:31:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3398,"day_limit":5000,"remaining_today":1602,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}