Rooms Controller / Front Desk Supervisor

E11EVEN Club Hotel & Residences•Miami, FL

20h

About The Position

The Rooms Controller assigns hotel rooms to guests based on their reservations, requests, and preferences, and manages the hotel’s guest-room inventory while supporting front desk operations. The role includes blocking VIP rooms, managing Out of Order and Out of Service inventory, guest queues and discrepancies, room changes and follow-up, group pre-registration and pre-keying, airline assignments, guest upgrade requests, and guest feedback. The position also supports guest services and hotel revenue goals through room inventory management, upgrade requests, and communication with other hotel departments.

Requirements

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

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, communicate concerns, and identify solutions.
Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
Run and complete the credit limit report daily.
Review Guest Arrivals and the Trace File daily and follow through on guest requests and preferences.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, closed-out dates, and restricted dates.
Communicate room challenges and inventory concerns to the front office team daily.
Liaise with Sales and Convention Services to support successful group arrivals.
Liaise with Housekeeping and Engineering to manage and block guest rooms as necessary.
Manage discrepancies and queues quickly and efficiently.
Obtain necessary information when taking room reservations and follow the rate-quoting scenario.
Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Maintain a complete understanding of house and guest-room availability.
Manage all Out of Order and Out of Service rooms.
Use proper two-way radio etiquette when communicating with employees.
Operate relevant aspects of the Front Desk computer system.
Complete all tasks and duties on the shift checklist 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 to maximize hotel revenue.
Monitor and respond to guest feedback through RealTime feedback and other necessary 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.
Assist the management team with rooms-related projects.
Attend required hotel meetings and training, maintain regular attendance, and comply with hotel standards and regulations.
Maintain a warm, friendly, attentive, courteous, and service-oriented demeanor with guests and employees.
Maintain standards of personal appearance and grooming, including wearing the proper uniform and name tag.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Handle problems by anticipating, preventing, identifying, and solving them as necessary.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest and operational needs.
Perform other duties as 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