Rooms Operation Coordinator

Extell Hospitality Services is a dynamic extension of Extell Development Company, blending expertise in asset management, hotel and food & beverage operations with fiscal precision and innovative marketing. Headquartered in New York City and Deer Valley, Utah, Extell Hospitality Services is committed to elevating the art of hospitality with strategic, results-driven excellence.

Perfectly positioned at Rockefeller Center’s doorstep with a bird’s eye view of the bustling plaza below, the 33-story design-forward hotel, developed by Extell, offers expansive, coveted views of the city skyline.  The third New York City addition to the Kimpton portfolio, the striking tower features 529 guest rooms and inspired social spaces, including two full-service restaurants, a lobby lounge and a rooftop bar. Additional amenities include a fitness center and two spaces to host unique meetings and social gatherings. 

Property Overview:

Kimpton Era is a luxury boutique destination that prides itself on delivering heartfelt human connections and impeccably curated guest experiences. We are looking for a highly organized, proactive, and detail-oriented Rooms Operation Coordinator to serve as the central nervous system of our daily hotel operations.

Position Summary:

The Rooms Operation Coordinator plays a critical role in synchronizing the efforts of the Front Office, Housekeeping, and Engineering departments. Reporting directly to the Director of Operations, this role ensures that our physical inventory is optimized, guest requests are met with precision, and inter-departmental communication is seamless. The Rooms Operation Coordinator will work in close partnership with the Director of Housekeeping, Director of Engineering, |Director Front Office, and the Sales department to uphold Kimpton’s high standards of service.

Key Responsibilities:

• Inventory & Rooms Control

• Strategic Blocking: Manage the daily room block for all arrivals, including VIPs, Inner Circle, elite members, and group allotments, ensuring all special requests and room features match guest profiles.
• Inventory Integrity: Monitor out-of-order (OOO) and out-of-service (OOS) rooms, coordinating with Front Office, Engineering and Housekeeping to return rooms to inventory as quickly as possible.
• Status Reconciliation: Perform frequent inventory audits and status reconciliations to resolve discrepancies between the Property Management System (PMS) and physical room status.

• Housekeeping & Labor Coordination

• Dynamic Reassignment: Monitor Room Attendant progress throughout the day. Reassign room sections in real-time to prioritize "clean-to-sell" inventory based on arrival patterns and "rush" requests.
• DND Management: Maintain a live log of "Do Not Disturb" (DND) rooms. Coordinate with Housekeeping Managers to ensure service is offered immediately upon DND removal and escalate any security concerns for wellness checks to the Security Manager.
• Supply Dispatch: Monitor and dispatch guest requests for extra linen, amenities, luggage assistance, specialized housekeeping services, tracking completion times to ensure brand standards are met.

• Communications & Dispatch

• Centralized Dispatch: Act as the primary dispatcher for Guest Service, Housekeeping and Engineering via the property’s communication platform as well as assisting with overflow of calls.
• Service Recovery: Identify potential guest service gaps through call monitoring. Proactively alert the Director of Operations or the Front Office to any delays in service delivery.
• Inter-Departmental Liaison: Act as the main point of contact for the Sales department regarding group room readiness and specific amenities for site tours or VIP arrivals.

Qualifications

• Minimum of 2 years in Rooms Division operations (Front Office or Housekeeping) within a luxury or boutique hotel environment. Proficiency in Property Management Systems and guest request tracking software (such as HotSOS). Exceptional verbal and written communication skills with the ability to remain calm and professional under high-pressure situations. Strong problem-solving skills with a focus on inventory optimization and labor efficiency. 

Physical Requirements:

• Ability to stand, walk, pull, push, bend, stoop, and lift for extended periods.
• Ability to lift and carry up to 25-30 pounds.
• Manual dexterity to operate necessary equipment and handle supplies.
• Ability to work a flexible schedule, including mornings, evenings, weekends, and holidays, as required by hotel occupancy.

EHS is dedicated to delivering exceptional hospitality through operational excellence and innovative strategies. This role provides an opportunity to lead a high-profile property and contribute to the success of a flagship operation in one of the world’s most dynamic environments.

Typical Compensation Range:

• Hourly Rate: $25.00 - $27.50

Additional Considerations:

Benefits: Comprehensive health, dental, vision, 401(k) matching, and other standard perks.