Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $70,000.00 - $85,000.00
Work Schedule
Day Shifts
Weekend Shifts
Benefits
Zero-deductible Medical Plan
Pre-Tax Commuter and Parking Benefits
Dental Insurance
Paid Time Off
Vision Insurance
floating holidays
Chiropractic and Acupuncture Services
Birthday pay
long-term disability
401K matching program
Life insurance
2% Company Profit Sharing
Flexible spending account
Employee assistance program
Friends and family rates at Nikko Okura Hotels
Reciprocity Rates at Participating Hotels
Employee Discounts in ANZU and Feinstein's at the Nikko
Travel Assistance through Mutual of Omaha
Free Employee Dining Room Meals
Free laundry and or parking
Access to health club
Employee Computer Access for Web Browsing and Printing
Fitness gym reimbursement
Employee Job Referral Program
Employee Recognition Programs and Employee Appreciation Events
Job Description
Hotel Nikko San Francisco is a luxury hotel located just off Union Square in the heart of downtown San Francisco. This upscale property features 532 elegant guest rooms and suites, complemented by 22,000 square feet of versatile meeting and banquet spaces. Guests enjoy a variety of dining options with five unique food and beverage outlets, including the 24-hour Room Service, ANZU Restaurant and Lounge, Kanpai Lounge, Imperial Lounge, and Feinstein's at the Nikko. The hotel prides itself on integrating comfort, style, and exceptional service to create memorable experiences for its diverse clientele. With a deeply ingrained culture based on five... Show More
Job Requirements
- a minimum of 3 years management experience in computerized hotel reservations
- thorough knowledge of reservation department operations
- thorough knowledge of computerized reservation systems
- thorough knowledge of property management system, CRS interface, Telex, HIS Paragon Plus, Maxim Revenue Management, Outlook, Word, Excel
- ability to coordinate reservations with other departments
- ability to meet budgets
- ability to create, implement and monitor hotel and staff operating standards and procedures and annual objectives
- ability to analyze data and problem solve
- ability to train, motivate, evaluate, mentor and direct employees and managers
- ability to access, input, analyze and retrieve information from computers
- ability to maintain excellent relations with staff
- ability to maintain staff and guest confidentiality at all times
- ability to accept responsibility for actions of others
- exceptional oral communication skills to negotiate and persuade guests and staff
- ability to converse calmly with irate guests, co-workers, superiors and subordinates in intense situations
- ability to focus and maintain task performance despite stress or interruptions
- ability to memorize and quickly retrieve data
- ability to work and complete assignments on time despite interruptions
- ability to participate and lead departmental and hotel-wide meetings
- ability to sit, walk, stand, lift, reach, pull, push, and grasp
- assist with related duties and projects as requested
Job Qualifications
- minimum of 3 years management experience in computerized hotel reservations
- thorough knowledge of reservation department operations
- thorough knowledge of computerized reservation systems
- thorough knowledge of property management system, CRS interface, Telex, HIS Paragon Plus, Maxim Revenue Management, Outlook, Word, Excel
- ability to coordinate reservations with other departments
- ability to meet budgets
- ability to create, implement and monitor hotel and staff operating standards and procedures and annual objectives
- ability to analyze data and problem solve
- ability to train, motivate, evaluate, mentor and direct employees and managers
- ability to access, input, analyze and retrieve information from computers
- ability to maintain excellent relations with staff
- ability to maintain staff and guest confidentiality at all times
- ability to accept responsibility for actions of others
- exceptional oral communication skills to negotiate and persuade guests and staff
- ability to converse calmly with irate guests, co-workers, superiors and subordinates in intense situations
- ability to focus and maintain task performance despite stress or interruptions
- ability to memorize and quickly retrieve data
- ability to work and complete assignments on time despite interruptions
- ability to participate and lead departmental and hotel-wide meetings
- ability to sit, walk, stand, lift, reach, pull, push, and grasp
- assist with related duties and projects as requested
- bachelor's degree in hospitality, business management or related degree preferred
- knowledge of Groupmax, Delphi, Opera and SynXis preferred
Job Duties
- manage day to day reservations operations including scheduling and payroll
- monitor yearly operating budget and monthly yearly payroll forecasts
- prepare weekly twelve-day operational forecasts
- monitor future room inventory and prepare restrictions
- inform CRO and external reservation centers of room and rate availability
- monitor sales department room allocation on a daily basis
- work closely with sales department on group bookings and pick up to ensure maximum room revenue and occupancy
- address problems or concerns with contracts including peak night and shoulder night controls
- compile and distribute month-end reports and statistics
- update market code rate sheet and circulate information
- operate, monitor and maintain all reservations terminals and related equipment
- prepare all training-related material and train reservations staff
- cross-train other hotel employees in reservations procedures
- answer all reservation correspondence
- ensure that written reservation confirmations, advance deposits, travel agency commissions, guaranteed no-show rebates and group blocks are processed
- inspect files and reservation documents for accuracy
- maintain revenue management software
- monitor and analyze rooms inventory using yield management to maximize occupancy and ADR
- maintain pricing consistency and rates between market segments as directed by Director of Sales
- communicate daily with managers to set rate guidelines and maintain rate parity between internet and internal sales rates
- initiate and produce reports for historical tracking and future trends
- attend weekly Yield Committee meetings and issue meeting minutes
- develop and implement policies to identify and recognize repeat guests and VIPs during reservation process
- ensure accurate and timely communication of guest preferences, history and recognition notes to Front Office team prior to arrival
- collaborate with Front Desk leadership to ensure VIP guest acknowledgment and preference honoring
- partner with Quality Assurance team to review guest incidents and service opportunities with corrective actions
- monitor guest feedback channels and ensure follow-up communication aligns with Forbes 5-Star service standards
- lead cross-departmental meetings focused on guest experience trends and service recovery outcomes
- hire, develop, counsel, evaluate and discipline staff per hotel policies
- support and uphold hotel philosophy on hiring, employee relations, supervision and disciplinary actions
- interact in courteous and professional manner with guests, staff and community members
- respond professionally and rapidly to resolve guest and staff difficulties
- apply principles of logical thinking to manage varied and complex tasks
- supervise, coordinate and influence staff to maintain service standards
- handle interactions with supervisors, subordinates, co-workers and guests to complete assignments and resolve complaints
- interpret and comply with instructions in written, oral or diagrammatic form
- perform various duties changing from one task to another without loss of efficiency
- maintain cleanliness and safety of work area
- process commissions from OTA and BT channels monthly
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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