Rooms Controller
Highgate · Seattle, WA
- On site
- Full-time
- $45,000 / year
- Seattle, WA
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Subject: Interested in the Rooms Controller role at Highgate
Hi Avery — I came across the Rooms Controller opening and wanted to reach out directly. I've spent the last few years doing exactly this kind of work, and Highgate stood out because…
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Job highlights
- Manage guest check-in and check-out efficiently.
- Maximize room revenue and occupancy rates.
- Provide attentive guest service at all times.
- Handle inquiries and resolve guest issues promptly.
- Operate front desk systems and manage tasks.
About the role
About 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 on the seam of Belltown and the retail core, the 97-room Kimpton Palladian Hotel is within walking distance of landmarks like Pike Place Market, the waterfront, and Seattle’s best new restaurants, live music venues, cafés, and boutiques. When you’re not exploring, your home base is a 1910 landmark reinvented in a masculine-chic style with luxe amenities, edgy design elements, and contemporary furnishings that reflect Belltown’s hip heritage. You’ll also find a heralded seafood restaurant in Shaker + Spear, a speakeasy-style social lounge called Pennyroyal, and a lobby you won’t soon forget. The Palladian beckons today’s tech titans and tastemakers.
Overview
The Rooms Controller is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Responsibilities
- Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
- Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
- Follow all cash handling and credit policies.
- Be aware of all rates, packages and special promotions as listed in the Red Book.
- Be familiar with all in-house groups.
- Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Be familiar with hospitality terminology.
- Have knowledge of emergency procedures and assist as needed.
- Handle check-ins and checkouts in a friendly, efficient and courteous manner.
- Use proper two-way radio etiquette at all times 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.
- Be able to complete a bucket check, room rate verification report, and housekeeping report.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Maintain and market promotions and guest programs.
- Maintain a clean work area.
- Assist guests with safe deposit boxes.
Qualifications
- College course work in related field helpful.
- Experience in a hotel or a related field preferred.
- High School diploma or equivalent required.
- Computer experience required.
- Customer Services experience preferred.
- 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 stand during entire shift.
- 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.
Benefits
In addition to travel discounts at our hotels, Highgate offers competitive benefits, including three pricing tiers of medical coverage, as well as Dental and Vision benefits to eligible full-time associates. Paid time off plans may also be available to associates who qualify. The Retirement 401(k) Program is open to both full-time and part-time associates who qualify.
Key skills/competency
- Front Desk Operations
- Guest Services
- Revenue Management
- Customer Service
- Hospitality Industry
- Hotel Reservations
- Cash Handling
- Problem Solving
- Communication Skills
- Computer Proficiency
Skills & topics
- Rooms Controller
- Front Desk
- Guest Services
- Hotel Operations
- Customer Service
- Hospitality
- Reservations
- Check-in
- Check-out
- Revenue Management
How to get hired
- Tailor your resume: Highlight customer service, hotel experience, and computer skills relevant to a Rooms Controller role.
- Showcase hospitality skills: Emphasize your ability to communicate effectively, handle cash, and manage guest needs.
- Prepare for interviews: Be ready to discuss your problem-solving abilities and guest interaction experience.
- Research Highgate: Understand their values and commitment to guest satisfaction to align your responses.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the main responsibilities of a Rooms Controller at Highgate's Kimpton Palladian Hotel?
- As a Rooms Controller, you will be responsible for managing guest check-ins and check-outs, providing excellent customer service, maximizing room revenue, and handling guest inquiries at the Kimpton Palladian Hotel. You'll also manage front desk operations and ensure all hotel standards are met.
- What qualifications are preferred for the Rooms Controller position at Highgate?
- While a High School diploma or equivalent is required, Highgate prefers candidates with college coursework in a related field, prior hotel or customer service experience, and strong computer skills. A warm, friendly demeanor and excellent communication abilities are also key.
- Does Highgate offer benefits for Rooms Controllers?
- Yes, Highgate offers competitive benefits to eligible full-time associates, including medical, dental, and vision coverage, travel discounts at their hotels, and a 401(k) program. Paid time off may also be available.
- What is the work environment like at the Kimpton Palladian Hotel?
- The Kimpton Palladian Hotel is a stylish, 97-room property located in a vibrant Seattle neighborhood. The role requires standing during the entire shift and involves light physical work, maintaining a friendly and service-oriented approach.
- How important is computer experience for this role at Highgate?
- Computer experience is required for the Rooms Controller position. You must be able to fully comprehend and operate all relevant aspects of the Front Desk computer system to efficiently manage reservations, check-ins, check-outs, and other front desk tasks.
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