Rooms Controller

Rooms Controller

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. Highgate also has a key presence in Barcelona. Highgates portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B 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 industrys 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.

The Hotel Effie Rooms Controller assigns hotel rooms to guests based on their reservations and unique requests and preferences. The Rooms Controller will maintain and manage the hotels inventory of guest rooms while supporting front desk operations with reservations and room-related information. Rooms Controllers are responsible for blocking VIP guests, managing Out of Order and Out of Service inventory, managing the guest queue and discrepancies, performing room changes and guest follow-up, managing and facilitating pre-reg/pre-key groups, managing all airline assignments and pre-keys, managing guest upgrade requests/hotel upgrade revenue, receiving, and responding to guest feedback via multiple feedback forums.

• Answer incoming calls professionally and courteously.
• Assist callers with needs and requests without transferring whenever possible.
• Monitor and manage hotel Room Type inventory, communicating concerns and identifying solutions.
• Answer guest inquiries about hotel services, facilities, and hours of operation promptly.
• Run and complete credit limit report daily.
• Review Guest Arrivals and Trace File daily, following through on guest requests and preferences.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages, and special promotions.
• Communicate the rooms challenges/inventory concerns to the front office team daily.
• Serve as Front Office liaison with Sales and to ensure successful execution of group arrivals.
• Serve as Front Office liaison with Housekeeping and Engineering to manage and block guest rooms as necessary.
• Be aware of closed-out and restricted dates.
• Manage discrepancies and queues quickly and efficiently.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Know of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Always have a complete understanding of House and guest room availability.
• Manage all Out of the Order and Out of Service rooms.
• Always use proper two-way radio etiquette when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Monitor and action Nor1 standby upgrade requests with the intent to maximize hotel revenue.
• Monitor and respond to guest feedback via RealTime feedback and any other necessary feedback forums.
• Manage all Mobile Check-In in a timely and efficient manner.
• Manage Airline assignments and applicable pre-reg/pre-key.
• Maintain a clean work area.
• Assist the management team with room-related projects.

• Always maintain a warm and friendly demeanor.
• Must be able to effectively communicate both verbally and written, with all levels 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 training.
• 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 the confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• 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.
• Ability to occasionally stand during long periods.
• Perform other duties as requested by management.
• Experience in a hotel or a related field required.
• Experience with Opera required.
• Customer Services experience required.
• Computer experience required.
• High School diploma or equivalent required.
• College coursework in related fields is helpful.