Rooms Control Manager

4 weeks ago

San FranciscoCaliforniaUS, United States Hotel Caza San Francisco Full time
Compensation Type: Yearly 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:

Hotel Caza (formerly Holiday Inn Fisherman's Wharf) recently completed an expansive renovation – this family-friendly boutique-style hotel embodies the spirit of California and provides plenty of fun, warmth and authentic experiences. Centrally located in historic Fisherman’s Wharf, Hotel Caza is just steps away from the waterfront, Pier 39 and Lombard Street. The property provides easy access to Embarcadero and North Beach’s acclaimed dining and entertainment.

Overview:

The Rooms Control Manager is responsible for assisting of managing Guest Services, Reservations and supporting Sales in an attentive, courteous and efficient manner, and providing all external and internal guests/ customers with quality service while increasing revenue and establish a strong interdepartmental communication.  He/she is also responsible for participating in the weekly, monthly meetings and covering operational management shifts as needed.

Responsibilities:
  • Answer all incoming calls promptly, in an attentive, courteous and efficient manner.
  • Manage different aspects of the Central Reservation department and built the liaison to the property
  • Enter reservations into the computer according to standard operating procedures.
  • Communicate and work closely with the Sales Department concerning group bookings
  • Maintain accurate files and reports
  • Handle all special reservations, to include V.I.P. reservations, packages and discounts.
  • Book and block rooms using hotel standards for Group Rooming Lists and Booking Agreements.
  • Monitor daily sales activity and alert Guest Services Manager of sold out nights, group status and possible problem situations.
  • Process travel agent checks, if required at property.
  • Be able to perform all duties of Guest Services Manager and assist at front desk as needed
  • Process advance deposit/balance sheet.
  • Research travel agent commissions.
  • Assist with ensuring all rates are loaded and inventory maintenance is correct.
  • Perform audits and maintenance on all systems such as PMS, CRS, RMS, and Sales & Catering Systems to ensure content and information is correct.
  • Maintain group pick-up reports and communicate with Sales regarding upcoming groups cut-offs
  • Must be knowledgeable of all rates, room types, and hotel product.
  • Provide administrative support for the Sales & Revenue Management Team
  • Update MAR's in Delphi (or other Sales & Catering System) as required under the guidance of the Dir of Sales/ Revenue Managers to ensure optimal use by sales team
  • Conduct Group audit checks (at least monthly) to ensure Delphi and the Property Maintenance System are in balance.
  • Place test calls to Central Reservation Office (CRO) and property to ensure accuracy of rate quoting, restrictions and selling approach
  • Prepare Banquet Event Orders (BEOS) as per client needs (Catering Only)
  • Greet guests/airline/clients/employees when necessary.
  • Attend meetings/training as required by management.
  • Know meeting room setups and capabilities.
  • Have comprehensive knowledge of all operational departments within the hotel; guest services, reservations, housekeeping, audio visual, switchboard, accounting, restaurants, bars, and engineering.
  • Create Group Room Resumes & provide information to all departments
  • Work with other F&B managers and keep them informed of F&B issues as they arise.
  • Participate in required M.O.D. program as scheduled

 

Qualifications:
  • Must have at least two years of Front Office Supervisor experience and/ or 2 years as Sales Coordinator and/or 3 years as Front Desk Agent in a Hotel environment
  • Previously Supervisor experience preferred
  • Must know Opera and be proficient in Microsoft Word, Excel, PowerPoint presentation
  • Knowledge in Salespro/ Delphi preferred
  • 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
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • 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.
  • Perform other duties as requested by management.

  • Physical requirements:

    • Flexible and long hours sometimes required.
    • Standing and/ or sitting for long hours

Salary Range: $68,000 - 72,000/annually

 

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