Rooms Controller

San Diego Hotel Company • San Diego, CA

220d • $26

About The Position

The Rooms Controller is responsible for monitoring and maintaining the room rack, which includes blocking rooms, pre-registering guests, and monitoring rates and packages. This role requires familiarity with all Front Desk Operations to ensure that all Select Guest members receive a superior level of service quality in room choice, requests, upgrades, credits for stays, and airline mile credits when applicable. The Rooms Control Agent must ensure that all guest issues are handled appropriately and that information is communicated to a manager.

Requirements

• Previous experience in a Rooms Control or Front Office Position required.
• Previous experience in a Front Desk position at a 4 Diamond Luxury Hotel required.
• Must be willing and able to work weekends, mornings, evenings, and holidays.

Responsibilities

• Be thoroughly acquainted with all check-in policies and procedures.
• Be thoroughly acquainted with all check-out policies and procedures.
• Be familiar with guest scenarios.
• Be familiar with all technical equipment related to the Front Desk.
• Block and pre-register all arriving reservations.
• Be familiar with all hotel facilities.
• Be familiar with general organization set-up.
• Be familiar with the inter-relationship between the different departments.
• Train new associates.
• Have broad knowledge of Epitome, Synergy, and Vingcard systems.
• Be familiar with all reservation special packages and procedures.
• Be familiar with Housekeeping procedures.
• Understand Select Guest Program and VIP procedures.
• Understand all radio codes.
• Understand all emergency procedures.
• Maintain proactive personal relationships with Select Guests.
• Greet Select Guests upon arrival and resolve complaints on the spot.
• Ensure accurate information is maintained on all Select Guests in all computer systems.
• Maintain inventories of all Select Guest collateral and amenity materials.
• Prepare daily reports and brief relevant departments.
• Train and motivate hotel associates regarding the Select Guest program.
• Communicate with other Loyalty Ambassadors for consistent service.
• Perform Moments of Service success checklist reviews.
• Lead monthly associate meetings.
• Attend Omni Service Tradition Ambassador Meetings.
• Meet with department heads to improve the Select Guest program.
• Design and implement property-specific Select Guest promotions.
• Create internal written communications regarding current Select Guest issues.
• Accompany sales team on relevant sales calls.
• Act as liaison with the corporate office regarding Select Guests.
• Participate in monthly Select Guest calls with counterparts at other hotels.
• Promote the Select Guest Program to non-member guests.

Benefits

• Competitive pay at $26.45/hour.
• Comprehensive training and mentoring.
• Dynamic and exciting work environment.
• High associate satisfaction and internal promotion rate.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Accommodation