Rooms Controller / Front Desk Supervisor

Highgate Hotels•Miami, FL

16h

About The Position

The Rooms Controller assigns hotel rooms based on reservations and guests’ unique requests and preferences, maintaining and managing guest-room inventory while supporting front desk operations with reservation and room-related information. The role includes blocking VIP rooms; managing Out of Order and Out of Service inventory, guest queues and discrepancies; facilitating room changes and guest follow-up; coordinating pre-registration and pre-keying for groups and airline assignments; managing upgrade requests and upgrade revenue; and responding to guest feedback through multiple forums. The position also supports day-to-day front desk operations, communicates room availability and inventory concerns to relevant hotel teams, and coordinates with Sales, Convention Services, Housekeeping, and Engineering. The Rooms Controller is expected to provide courteous guest service, follow hotel procedures and standards, and assist management with room-related projects and other requested duties.

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 communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
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.
Ability to maintain regular attendance in accordance with hotel standards and scheduling needs.

Nice To Haves

College coursework in a related field is helpful.

Responsibilities

Answer incoming calls professionally and courteously, assisting callers with their requests whenever possible without transferring them.
Monitor and manage room-type inventory, identify concerns, and communicate potential solutions.
Answer guest inquiries about hotel services, facilities, and operating hours in a timely manner.
Run and complete the credit limit report daily.
Review guest arrivals and the trace file daily, following through on guest requests and preferences.
Follow cash-handling and credit policies, and 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.
Act as the Front Office liaison 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 guest queues promptly 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 during emergencies as needed.
Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
Maintain an up-to-date 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 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 help maximize hotel revenue.
Monitor and respond to guest feedback through RealTime feedback and other required 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.
Attend required hotel meetings and trainings, maintain regular attendance, and uphold personal appearance, grooming, uniform, and nametag standards.
Comply with hotel standards and regulations, contribute to safe and efficient operations, identify problem areas, and assist in implementing solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as necessary.
Maintain confidentiality, show initiative by anticipating guest or operational needs, cross-train in other hotel-related 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