Reservations/Rooms Controller Jobs

Highgate Hotels
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with 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 consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com .
Location
Edging the bright lights of Broadway and the calm of Bryant Park, The Knickerbocker is a legendary New York landmark reborn as the first luxury hotel in Times Square. Filled with fabled legends, The Knickerbocker once played host to legendary political bigwigs, actresses, oil tycoons and sports figures-and it's rumored the martini was invented here in the hotel. While historic details like the hotel's gorgeous Beaux-Arts facade remain unchanged, a soothing new luxury aesthetic is offered within. The stunning transformation of this treasured Manhattan monument invites discerning travelers to discover 300 luxe guestrooms and suites boasting incredible views and bespoke furnishings. An air of posh authenticity embraces New York City's premier luxury lifestyle hotel.
Overview
The Rooms Controller primary function is to assist with room assigning according to guest requests and preferences. In addition, confirming reservations and cancellations and reviewing out of order rooms daily. They will act as a Supervisor to the Call Center and Data Entry Agents. They will be the point of contact between Sales and Marketing, Revenue Management and the Front Desk/Housekeeping.
Their main responsibility is implementing policies and procedures under the guidance of the Director of Revenue, and perform any other duties might requested by the Director of Revenue.
Responsibilities
General Responsibilities

• Must be able to maintain confidentiality of information.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Maintain high standards of personal appearance and grooming.
• Perform other duties as requested by management.
• Approach all encounters with guests and associates in an attentive, friendly, courteous and service-oriented manner.
• Must be able to effectively communicate both verbally and written, with all level of associates and guests in an attentive, friendly, courteous and service oriented manner.
• Attend all hotel required meetings and trainings.
• Must be effective at listening to, understanding, and clarifying concerns raised by guests and associates.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Maintain a warm and friendly demeanor at all times.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Able to process issues, follow up and communicate effectively ensuring all situations are owned and issues are resolved and closed.

Fundamental Requirements

• Responsible for training staff. Responsible for implementation of policies and procedures.
• Working with Director of Front Office with oversold situation.
• Communicate with Tyme Global account managers regularly (Call Center/Data Entry): Monitor their reservations. Insure all hotel information is provided and up to date.
• Email management - Personal, Info & Reservations.
• General point of contact for clients wanting to speak to inhouse Reservations
• Imputing Reservations received via email or phone.(I.e. Travel Agents, Guests, Sales, Exec Office, etc.)
• Ensure all reservations rate codes have correct market codes.
• Perform any other duties as assigned by Director of Revenue or Front Office/Upper Management.
• Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
• Commissions: Reconcile monthly, Submit to accounting and upload in Onyx.
• Research outstanding inquiries via Onxyx./Opera
• Ensure team remains focused on their role in contributing to the guest experience and audit scores.
• Responsible for creating Travel Agent profiles in Opera.
• Ensure guest profiles are thoroughly researched and merged if needed.
• Knowledge of all rates, packages and promotions currently offered
• Managing Group Blocks cutoff dates
• Respond to all guests' reservations requests, problems, complaints, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Imputing Group Rooming Lists as needed
• Blocking suites or requested room types (ex: same floor, connecting, away from elevator)
• Commissions: Reconcile Booking.com, Expedia, Nor1, Curacity, Laasie, Trip Advisor and Revato/Hotels Combined.
• Ensure that billing and credit agreements are managed and controlled.
• Review arrivals report daily for duplicates, accuracy.
• Validate cc are active on long stay and high rate bookings.
• Liaising with travel agents, guests and VIP executive assistants.
• Approve/Decline all request made via website (ensure website is monitored on daily basis/reservation reflects request)
• Charge Non-refundable Reservations: (Adv. deposit / Pre-authorize on busy nights 90%+)
• Review out of order rooms and follow up with Operations Team accordingly.
• 3 rd Party Authorization Functions/Routing; Process deposits from Credit Card links, verify validity and issue refunds.
• Collaborate with Tyme Global Agents and Data Entry.
• Knowledge of entire Reservation Procedure according to the Knickerbocker, Highgate and Leading Hotels of the World.
• Review reservations booked daily for duplicates, accuracy.
• Monitoring and charging No-Shows, Late cancellations, Early Departures, Attrition.
• Ensure traces, vip status, notes, comments and alerts are in place on all reservations.
• Handle VIP reservations from Executive Office and Sales and share with Ops the details.
• Ensure energy conservation and prudent use of all equipment.
• Attend daily Arrivals Meeting
• Bring to the attention of Director of Revenue the availability when noticing to high volume of reservations or cancelations.
• Access and utilize channels such as Synxis, Expedia, Booking.com, Agoda, Onyx, Nor1, etc...

Qualifications

• Must be proficient in Windows, Word, Excel, PowerPoint. Opera PMS, Synxsis experience preferred.
• Minimum two years as Reservations Supervisor/Manager in a reputed hotel.
• Bi Lingual preferred.
• A 4-year accredited college degree and/or any equivalent combination of training and experience from a related luxury hotel.

Expected Salary Range - ($65,000.00 - $75,000.00)