Rooms Control Agent

Highgate Hotels • Lahaina, HI

6d

About The Position

The Rooms Control Agent increases guest preference for the hotel and Highgate Hotels brand by assigning rooms according to reservations and guests’ requests and preferences. The role maintains and manages guest-room inventory and supports front desk operations with reservation and room-related information. Responsibilities include blocking VIP rooms; managing Out of Order and Out of Service inventory, guest queues and discrepancies; handling room changes and guest follow-up; managing group pre-registration and pre-keying, airline assignments and pre-keys, and upgrade requests; and receiving and responding to guest feedback. The position also assists with front desk duties, guest communications, room availability, and related operational projects.

Requirements

• Experience in a hotel or related field required.
• Opera experience required.
• Customer service experience required.
• Computer experience required.
• High school diploma or equivalent required.
• Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to understand and apply complex information and data from various sources.
• Ability to maintain confidentiality of information.
• Ability to maintain regular attendance in compliance with hotel standards and scheduling needs.
• Ability to work flexible and long hours sometimes required.
• Ability to occasionally stand for long periods.
• Light work: exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Nice To Haves

• College coursework in a related field is helpful.

Responsibilities

• Answer incoming calls professionally and courteously, and help callers without transferring them whenever possible.
• Monitor and manage room-type inventory, communicate concerns, and identify solutions.
• Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Run and complete the daily credit limit report.
• Review guest arrivals and the Trace File daily and follow through on guest requests and preferences.
• Follow cash-handling and credit policies; remain aware of rates, packages, special promotions, closed-out dates, and restricted dates.
• Communicate room challenges and inventory concerns to the front office team daily.
• Coordinate with Sales and Convention Services to support successful group arrivals.
• Coordinate with Housekeeping and Engineering to manage and block guest rooms as needed.
• Manage discrepancies and queues quickly and efficiently.
• Obtain necessary information when taking room reservations and follow the rate-quoting scenario.
• Maintain a complete understanding of house and guest-room availability and manage all Out of Order and Out of Service rooms.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate relevant aspects of the Front Desk computer system.
• Complete shift-checklist tasks and duties in a timely and efficient manner.
• Balance and prepare individual paperwork for shift closing according to hotel standards.
• Monitor and action Nor1 eStandby upgrade requests with the intent to maximize hotel revenue.
• Monitor and respond to guest feedback through RealTime feedback and other necessary feedback forums.
• Manage Mobile Check-In in a timely and efficient manner.
• Manage airline assignments and applicable pre-registration and pre-keying.
• Maintain a clean work area and assist the management team with rooms-related projects.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Maintain a warm, friendly, attentive, and service-oriented demeanor with guests and employees.
• Listen to, understand, and clarify concerns raised by guests and employees.
• Multitask and prioritize departmental functions to meet deadlines.
• Attend required hotel meetings and training; maintain regular attendance according to hotel standards and scheduling needs.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with hotel standards and regulations to support safe and efficient operations.
• Support productivity, identify problem areas, and assist in implementing solutions.
• Anticipate, prevent, identify, and resolve problems as needed.
• Understand and apply information and data from various sources to meet objectives.
• Cross-train in other hotel-related areas and maintain confidentiality of information.
• Show initiative by anticipating guest or operational needs and perform other duties as requested by management.
• Have knowledge of emergency procedures and assist as needed.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED