Rooms Controller

Description

Wage: $34.67/hr

WHO WE ARE

LUMA Hotel San Francisco is the next generation lifestyle experience. Our world outlook is modern, aware, dynamic and energized. Our location is the new heart of San Francisco the Mission Bay neighborhood. Oracle Park, Chase Center, tech/ biotech and the waterfront are all at our doorstep. Are you our next bolt of energy?

THE ROLE

The Rooms Controller will assist the Guest Services team in maintaining accuracy of room inventory and hotel reservations. They will also provide our guests with excellent service at the front desk from arrival to departure, and respond to guests needs, requests, and complaints.

WHAT YOU'LL DO:

• Be familiar with Infor HMS, Outlook, Alice, Canary, Chexology, Synxis, Expedia, and Booking.com to communicate with all departments to base and uncover any service challenges
• Audit all Expedia and TripAction reservations, and audit Canary for submitted credit card authorization forms
• Be in charge of Daily Reporting and Departures report, balance the house inventory as needed, and review all work order rooms and follow up with Housekeeping and Engineering before releasing rooms back to inventory
• Create transaction codes, non-room items, and non-room bundles for any new room packages in HMS
• Work cooperatively and professionally with co-workers and supervisors
• Obtain deposits on all advance purchase reservations. If credit card declines, email guest to request a new method of payment
• Balance the house inventory as needed 3 days out with special attention to premier and suite category rooms
• Review all Work Order rooms and follow up the Housekeeping and Engineering before releasing rooms back into inventory
• Audit Group accounts to ensure there is sufficient inventory in each room type for the whole block Notify Sales & Marketing Curation team before making changes to allocated room types.
• Monitor and respond to all guest messages/reviews on Expedia and Booking.com extranets
• Monitor and respond to all email correspondences and Alice SMS messages

WHAT WE LOOK FOR:

• High school graduate.
• Must have 1-2 years of customer service experience.
• Previous guest service experience/reservations in a full service hotel or similar job experience preferred.
• Previous computer experience required, previous PMS and HMS experience preferred.
• Individuals with passion for customer service and able to work with others seamlessly. This means having no problem collaborating within a diverse team.
• Dynamic and working calmly under pressure.
• Ability to be carrying/lifting up to 25 pounds, frequent kneeling, pushing, pulling, lifting and occasional ascending or descending ladders, stairs and ramps.
• Flexibility to accommodate varying schedules including weekends and holidays.

PERKS

At LUMA Hotel, we want you to be well and thrive. Our benefits package includes:

• Healthcare coverage
• 401K Savings Plan
• Wellness perks
• Commuter Program
• Paid time off
• Learning and Development resources

At LUMA, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to carolina.perdomo@lumahotelsf.com or calling 415‐757-1421 to let us know the nature of your request. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.