Front Office Room Controller

IHG•Miami, FL

1d•Onsite

About The Position

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know. A Shining Star Among Downtown Miami Hotels, the InterContinental Miami features the city's premier accommodations, convention, and meeting facilities. Overlooking sparkling Biscayne Bay, we provide a secure, inviting environment in a well-established area of the city. Priding ourselves on being ONE GREAT TEAM and honored as one of the TOP WORKPLACES of South Florida by the Sun Sentinel for the ninth year.

Requirements

High school diploma or equivalent and one year of experience as a reservationist, front desk agent, or relevant field of work, or an equivalent combination of education and experience.
Must speak fluent English.

Nice To Haves

Some college preferred.
Other languages preferred.
Knowledge of hotel operations preferred.
Expert knowledge of Opera and Passkey reservation systems preferred.
Strong knowledge of reservations and group reservations process preferred.
Demonstrate strong problem-solving skills, reasoning, motivating and training abilities are often used.
Effective communications skills are utilized a significant amount of time when interacting with clients, guests and employees.
Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports.

Responsibilities

Coordinate the reservations, room blocks and contracts for large groups.
Maintain group blocks, enter and manage rooming lists and reservations in system.
Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.
Answer phones in a prompt and courteous manner, including incoming reservation calls.
Assist with FIT/Wholesale reservations; Handle airline crew reservations daily.
Assign rooms for IHG One Platinum and Diamond members.
Maintain group blocks; audit turnovers, enter and manage rooming list, create booking links via Passkey, maintain group cutoff dates.
Respond to guests via email and third-party extranets; Expeida.com and Booking.com.
Run all deposits on future reservations and contact guests for invalid credit cards.
Process and handle refund or postings of cancelled reservations.
Review arrival summary to ensure IHG One Rewards and VIP reservations are setup properly.
Prepare for each group’s arrival, prepare group history, billing information, deposits, filing, VIP information, correspondence, etc.; interact with booking contacts as needed.
Correctly record group rooms and revenue in the property management system.
Process all reservation requests, changes and cancellations received by phone, fax, e-mail, mail, internally and through travel planners/corporations.
Enter and/or modify group block in system to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly.
Maintain accurate filing system for groups and ensure that each group block is traced.
Create and update group block notes to provide relevant data pertaining to all group reservations, and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract.
Provide and maintain reports and records of all groups during stay and after departure, and follow up on any group inquiries.
Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc.
Attend pre-meeting planning meetings or conferences as needed or requested.
Welcome guests in a friendly, prompt and professional manner.
Register guests, issue room keys, provide information on hotel services and room location.
Up-sell rooms where possible to maximize hotel revenue.
Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
Issue, control and release guest safe-deposit boxes.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Respond appropriately to guest complaints.
Make appropriate service recovery gestures in order to ensure total guest satisfaction.
Promote team work and quality service through daily communications and coordination with other departments.
Perform other duties as assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports, concierge services, special guest requests, etc.