Rooms Control Agent with Hotel Experience. Must be able to work weekends and holidays.

Hotel Monteleone•New Orleans, LA

1d•Onsite

About The Position

The Rooms Control Agent reviews, tracks and accommodates the travel patterns of guests who regularly book reservations with our hotel. The Rooms Control Agent also coordinates the resources to provide the guest with a positive experience. The individual coordinates the handling of guest preferences with hotel associates, organizes room arrangements with housekeeping staff and follow-up with guests to gauge their overall satisfaction with the hotel experience. Experience with Opera Cloud is a plus.

Requirements

Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments
Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others
Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics
Project Management - Develop project plans; coordinate projects; communicate changes and progress; complete projects on time and budget; manage project team activities
Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others and try new things
Oral Communication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings
Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members
Written Communication - Write clearly and informatively; edit and proof work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information
Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcomes resistance; prepare and support those affected by change; monitor transition and evaluate results
Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision
Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce
Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel’s values
Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support hotel’s goals and values; benefit hotel through outside activities; respect diversity
Strategic Thinking - Develop strategies to achieve hotel’s goals; understand hotel’s strengths & weaknesses; analyze market and competition; identify external threats and opportunities; adapt strategy to changing conditions
Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events
Attendance and Punctuality - Consistently arrive at work on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time
Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan
Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and takes advantage of opportunities; ask for and offer help when needed
Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention
Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explains reasoning for decisions; include appropriate people in decision-making process; make timely decisions
Motivation - Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals
Planning and Organizing - Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans
Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments
Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality
Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly
Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly
Effectively communicate and interact in English with people from diverse backgrounds
Read and comprehend simple instructions, short correspondence and memos
Write routine reports and correspondence
Speak effectively before groups of customers or associates of the Hotel
Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals
Compute rate, ratio and percent
Draw and interpret bar graphs
Apply common sense understanding to carry out instructions furnished in written, oral or diagram form
Deal with problems involving several concrete variables in standardized situations
Working knowledge of word processing preferably Microsoft Word
Working knowledge of spreadsheet software preferably Microsoft Excel
Working knowledge of internet software
Working knowledge of Opera PMS database software
Available to work a full-time, flexible (AM or PM) shift, Monday – Sunday including holidays
A high school diploma or general education degree (GED
At least one (1) year of customer service experience in hospitality
At least one (1) year of front desk or front office experience

Nice To Haves

Experience with Opera Cloud is a plus.

Responsibilities

Greet, register and assign rooms to guests
Issue room key and escort instructions to bellman
Date stamp, sort and rack incoming mail and messages
Transmit and receive telephone messages
Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions
Keep records of room availability and guests' accounts
Compute bill, collect payment and make change for guests
Make and confirm reservations
Post charges such as room, food, liquor, or telephone payments to ledger
Support the Front Desk Agents and the Front Desk Managers
Stay on the lobby giving directions to guests
Block the house according to their special requests
Assist guests with any issues
Check guests in and out
Other duties as assigned