Rooms Control Agent

Royal Lahaina Resort • Lahaina, HI

8d • $25 - $30

About The Position

The Rooms Control Agent assigns hotel rooms to guests based on reservations and individual requests and preferences. The role manages guest-room inventory and supports front desk operations with reservation and room-related information. Responsibilities include blocking rooms for VIP guests; managing Out of Order and Out of Service inventory, guest queues and discrepancies, room changes and guest follow-up; facilitating group pre-registration and pre-keying; managing airline assignments and pre-keys; handling guest upgrade requests; and responding to guest feedback through multiple forums. The agent also supports front desk service, coordinates with other hotel departments, and helps maximize hotel upgrade revenue.

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.
• Maintain a warm and friendly demeanor and communicate effectively, verbally and in writing, with employees and guests at all levels.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to handle problems by anticipating, preventing, identifying, and solving them.
• Ability to understand and apply complex information and data from various sources.
• Ability to maintain confidentiality of information.
• 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 move objects.
• Flexible and long hours are sometimes required.

Nice To Haves

• College coursework in a related field is helpful.

Responsibilities

• Answer incoming calls professionally and courteously, assisting callers without transferring them whenever possible.
• Monitor and manage hotel room-type inventory, identify concerns, and communicate or help resolve inventory challenges.
• Respond to guest inquiries about hotel services, facilities, and operating hours.
• Run the daily credit limit report and follow cash-handling and credit policies.
• Review guest arrivals and trace files daily and follow through on requests and preferences.
• Stay informed about rates, packages, special promotions, and closed-out or restricted dates.
• Communicate room challenges and inventory concerns to the front office team.
• Coordinate group arrivals with Sales and Convention Services, and coordinate room blocks with Housekeeping and Engineering.
• Manage discrepancies, queues, Out of Order and Out of Service rooms, guest room changes, and guest follow-up.
• Take room reservations, obtain necessary information, and follow the rate-quoting process.
• Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
• Maintain an accurate understanding of house and guest-room availability.
• Use proper two-way radio etiquette and operate relevant aspects of the front desk computer system.
• Complete shift-checklist duties and prepare individual paperwork for shift closing according to hotel standards.
• Monitor and act on Nor1 eStandby upgrade requests to maximize hotel revenue.
• Monitor and respond to guest feedback through RealTime feedback and other forums.
• Manage mobile check-ins, airline assignments, and applicable group pre-registration and pre-keying.
• Maintain a clean work area and assist management with rooms-related projects.
• Follow emergency procedures and assist as needed.
• Attend required hotel meetings and trainings, maintain regular attendance and appropriate personal appearance, comply with hotel standards, and protect confidential information.
• Prioritize departmental functions, meet deadlines, identify and help solve problems, show initiative in anticipating guest or operational needs, cross-train in other hotel areas, and perform other duties requested by management.

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
• Education Level: High school or GED