Rooms Manager

The Castle Hotel & Spa is seeking a passionate, customer-focused Rooms Manager to lead our Front Desk and Housekeeping team.

The Castle Hotel & Spa is located in historic Tarrytown, perched majestically atop one of the highest points in the region overlooking the historic Hudson River in the lower Hudson Valley of Westchester County, NY.

The Castle Hotel & Spa features 31 traditionally appointed guest rooms and suites, 4,100 square feet of meeting and event space, Equus, a farm to table Mediterranean inspired restaurant, a luxurious Spa with his and her whirlpool, health and fitness center, and a spectacular outdoor seasonal pool and whirlpool, landscaped jogging paths.

Salary range is $68,000 to $75,000..

The Castle Hotel & Spa is managed by Hay Creek Hotels. Visit www.HayCreekHotels.com/Careers to learn more!

Job Summary:

• Directly manage all front desk agents, night auditors, guest room, public space, and laundry attendants including; recruitment, interviewing, hiring, training, scheduling, evaluating, coaching, disciplining, and motivating of staff. Consistently practice, lead, and train associates on all procedures and service standards.
• Have an expert working knowledge of hotel property management system. Troubleshoot PMS integrations, load rates and packages, ensure all guest service agents are well versed in navigating the system, and verify transactions are posted correctly. Review PMS repots daily.
• Perform daily front desk agent duties including; communicate room availability, book and review guest reservations, operating multi-line phone system, check in/out, issuance of guest keys, and verifying payment.
• Lead staff by professionally handling escalated guest complaints, problem-solving, and follow up with all guest complaints, maintenance or housekeeping requests, and safety concerns.
• Have a thorough knowledge of local amenities, hotel services, shopping, dining, entertainment, and travel directions. Have full knowledge of all parking options, guest charges, and fees. Working knowledge of all rates, packages, and booking restrictions.
• Work closely with Catering & Sales Managers to coordinate group and bridal room blocks.
• Supervise all cash and accounting practices performed at the front desk.
• Maximize Yield Management. Oversee and manage forecast, schedule, and reservation transaction reports daily. Manage and maintain all third-party reservation sites and rates offered.
• Work closely with Sales department to develop creative packages and promotions to maximize sales and overall guest experience. Create personalized amenity options, working with F&B and Marketing team. Work with Corporate Media Manager to ensure promotions are effectively promoted digitally.
• Assist in the cleaning and inspecting of the entire property, with the ability to perform all duties required of subordinate Guest Room Attendants, Laundry Attendants, and Public Space Cleaners.
• Keep a thorough inventory of all guest room needs, linen, rooms glassware, amenities, etc. Place product orders timely and manage housekeeping costs effectively through vendor relations and appropriate ordering.
• Ensure all cleaned rooms are inspected thoroughly to verify it is check-in ready. Communicate any discrepancies in room cleanliness to associates through constructive criticism and ongoing training.
• Determine daily room assignments. Review housekeeping reports daily for guest needs.
• Ensure all public areas are cleaned to standard. Work closely with Sales team to ensure all banquet areas are cleaned to standard prior to event guest arrival.
• Manage linen recovery program. Ensure laundry standards are followed and guest linens are of the highest standard.
• Lead all Safety and Security policies and procedures pertaining to housekeeping, including guest room entry safety, key procedures, bloodborne pathogen procedures, and proper safety techniques used by staff.
• Assist with Lost and Found management. Ensure Lost and Found procedures are followed accordingly.

Hay Creek offers an extensive benefit and incentive package, including;

• Insurance Benefit package including company-funded Medical, Dental, Vision, Life, Disability, Accident, and Critical Illness plans*
• Free Life Insurance of $25K from HCH*
• Tax-free Flex Spending Accounts for Medical Costs and Daycare Costs*
• Wellcard membership (up to 60% discounts on prescriptions, gym memberships, and more).*
• Competitive Paid Time Off including Vacation, Sick, Holiday Pay, and Personal Birthday*
• Complimentary Staff Meals Daily
• Weekly payroll schedule
• Competitive Wages with Cost of Living Adjustments and Annual Performance/Wage Reviews
• Lodging Discounts at any HCH Property (Employee forty-nine per night, Friends & Family eighty nine per night)
• Dining Discounts at any HCH Property (50% off food for employee and guests)
• Spas, Golf Course, and Activities Discounts at any HCH Property
• Hospitality Discounts from our partners at the New England Inn & Resort Association and Historic Hotels of America
• Industry Travel Discounts through Working Advantage (rental cars, event tickets, local activities, etc.)
• Supportive Culture that is fun and motivating, with open-door policy work environment
• Employee Recognition Program through 'Delight Dollars' appreciation and prizes
• Employee Assistance Program including 24/7 confidential support and KOFE financial education
• Accelerated Career Advancement of professional enrichment, company-sponsored conferences & classes, and our formal Professional Development Program for new managers in training.
• Free Parking

(*for eligible associates classified as benefits eligible)

About Hay Creek Hotels:

Founded in 2005, Hay Creek Hotels was created specifically to combine the intimacy of a boutique hotel with world-class cuisine, cutting-edge technology, unparalleled guest service and the exclusive amenities of a luxury inn. At Hay Creek Hotels, our passion is to pioneer superior service and inspire excitement within the small, independent hotel sector: to "Delight & Surprise" our guests every day. These values are driven by the idea that the best hotels and restaurants are the ones that draw on the spirit, culture and character of their locales. From meticulously renovated historic properties to exciting new-build hotels, we offer some of the most unique and interesting lodging and dining destinations in the United States. Our hotels and resorts are designed to reflect their respective neighborhoods and serve as good neighbors by participating in community events and causes. Through environmentally responsible design and day-to-day management, we adhere to best practices for sustainable operations at every location.

Bringing a hyper-local focus to the hotel dining experience, the restaurants in the Hay Creek Hotels collection form deep connections with respected local farms and providers. Our chefs seamlessly integrate their regions’ finest meats, seafood and produce with contemporary cooking styles and flavors. Each Hay Creek restaurant is distinguished by sophisticated yet casual ambiance and cuisine that delivers both comfort and surprise with each bite. We are not the average box hotel, and this is not the average dining experience. Dishes are created each night with the perfect balance of texture, flavor, and presentation. Farm-to-table food brings sensational seasonal menus with creative twists on old classics.

Our Core Values and Beliefs;

We promote and support a culture that Delights & Surprises each of our customers, associates, and business partners. Our Host Philosophy encourages each associate to develop the skills necessary to offer outstanding hospitality service outside the scope of their primary job responsibilities. Our Associate Promise is the commitment to truly listen to and communicate openly and honestly with all team members. We embrace Pride Of Ownership to create an, “I can, I am, I own,” empowered approach to everything we do. Partnering in our Local Community and respecting the environment we live in are beliefs we incorporate into daily operations.

To learn more, visit us at www.HayCreekHotels.com

Experience and Skills:

• Recent 3 years Hotel Front Office Management experience required
• Strong background in Rooms Division, with natural customer service skills
• Strong experience in Property Management software (Room Master a plus)
• 1 Year housekeeping experience
• Excellent verbal and written communication skills.
• Strong knowledge of revenue management and online booking agents
• Cost Management skills, with the ability to meet or exceed strict budgetary expectations.
• Hotel forecasting experience
• Comfortable with managing and leading a team with motivation, accountability, and regular follow-up
• Ability to establish a strong service culture and maintain high customer service standards
• Ability to multitask, adapt to change, think quickly, and prioritize effectively in a fast paced and demanding environment while maintaining calmness, composure, and hospitality
• Subject to successful completion of background check and/or DMV check.