Rooms & Food and Beverage Operations Manager - C. Baldwin Hotel, Curio Collection by Hilton

Taking its inspiration from her-story, C. Baldwin honors Charlotte Baldwin Allen, wife of Augustus Chapman Allen who co-founded Houston with his brother John Kirby Allen in 1836. The soul of the hotel acknowledges her pioneering role as “Mother of Houston” and lauds her hands-on 19th c. presence as a pivotal businesswoman, cattle rancher, philanthropist, and trailblazer. The property, in all ways, celebrates the trailblazing spirit of women in Texas. This stunning 354-room hotel boasts 14,000 square feet of meeting space, a signature restaurant, Rosalie, a hidden speakeasy, a local Grab and go concept, Good2GO, abundant green space.  As part of Sage Hospitality Group, we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences. We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us!

At Sage we create a culture of belonging. Our team members serve with creativity, and passion. Sage team members execute unforgettable experiences and take pride in our communities. We set new standards in hospitality.

Respond in a professional and courteous manner to guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel and Food and Beverage personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Weekend and PM availability is a must.

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
• Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
• Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintain a friendly, cheerful and courteous demeanor at all times.
• Perform other duties as assigned, requested or deemed necessary by management.
• Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.
• Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage.
• Provide guest transportation as required by hotel’s standard operating procedures.
• Order all supplies and maintain inventory control minimizing unnecessary expenses.
• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.
• Provide weekly schedule for all Front Office Associates, posted by 3pm on Friday.
• Responsible for covering/finding replacements for call-offs.
• Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
• Ensures all new hires are aware of all aspects of the hotel.
• Ensure all associates are properly trained on Fosse along with all other systems/procedures that will help them provide our guests with quality service. Make sure all Front Desk Associates are SSM trained.
• Provide motivation to the department.
• Ensure all Front Office  and Food and Beverage Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc…)
• Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
• Ensure the front desk is represented at each Safety Committee Meeting.
• Participates in Hotel MOD program

OTHER RESPONSIBILITIES

• All other duties as assigned, requested or deemed necessary by management.

Education/Formal Training

Minimum of 4 year college degree or equivalent

Experience

A minimum of two years’ experience in Rooms Operations. Luxury hospitality experience  is preferred.

Knowledge/Skills

• Must be able to understand and follow verbal/written instructions and communicate both verbally and in writing.
• Possess excellent verbal and written communication skills.
• Ability to work independently, without direct supervision or as part of a cohesive team.
• Ability to think clearly, analyze and resolve problems, while exercising good judgment
• Multilingual skills are preferred
• Portray a professional image and personality exuding confidence and leadership skills.
• Ability to conduct oneself in a discrete manner in all guest areas
• Must be able to lift up to 50lbs. continually throughout shift.
• Must be able to push, pull and move levers, equipment and furniture throughout shift.
• Must be able to work with arms raised above head throughout an shift.
• Must be able to maneuver fully loaded maid cart, weighing up to 50lbs., through hallways and into/out of closets during entire work day.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required physical demands

• Lifting, pushing, pulling, carrying -limited lifting, pushing, pulling, carrying up to 15-20 lbs. Generally boxes, computer equipment.
• Bending/kneeling -limited bending/kneeling required when arranging supplies or equipment.
• Mobility -limited mobility between offices and departments. No continuous standing, climbing or driving.
• Excellent hearing required to train and interact with management and associates.
• Excellent vision required to read reports, computer, etc.

Environment

Prolonged sitting throughout entire shift at computerized or manual work station in office environment. Inside 95% of shift.