Rooms Controller

Corporate Office•Paradise Valley, AZ

19d

About The Position

The main purpose of the Rooms Controller is to coordinate and organize the hotel’s guest room inventory. The Rooms Controller will act as a liaison between the Housekeeping, Front Office, and Reservations department regarding the status and distribution of all guest rooms.

Requirements

Excellent customer service and problem solving skills
Must have strong communication, analytical, computer and organizational skills
Maintain a professional business appearance, attitude, and performance
Prior hotel front office experience required
Must be able to work a variety of shifts, including weekends and holidays
Stand, walk or sit for an extended period or for an entire work shift.
Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

Responsibilities

To be thoroughly knowledgeable of all room types.
To block and pre-register all arriving reservations.
Oversee room inventory and ensure proper blocking strategies are in place.
Must be able to train new associates.
Oversees execution of ICI procedure Mon – Friday (Weekends when scheduled)
Receives in-house reservations inquiries.
Reviews resumes for group blocking
Attends Revenue Management meetings
Assists with development of FD sold out night strategies
Checks the Front Office cancellation e-mail on an hourly/daily basis
To have a thorough understanding of hotel occupancy trends.
Familiar with all reservation special packages and procedures.
Understand Select Guest program and VIP procedures.
To be familiar with the Housekeeping, Front Office and Reservations department’s policies and procedures.
To be thoroughly knowledgeable of our PMS and CRS, with a broad knowledge of Epitome.
To be thoroughly acquainted with all check-in and check-out procedures and policies.
To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
Be familiar with the Phone and Alarm System in the PBX department.
Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
To be thoroughly knowledgeable of all Front Office, Guest Services and Moments of Service scenarios, and execute to standard.
Be familiar with all systems and equipments as related to the Front Office (EPITOME, Nucleus, GoConcierge, Synergy, Vingcard Vision, Two-Way Radio Dispatch, ISD Firepanel)
Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage)
To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
To be familiar with local attractions and businesses.
Understand and perform cash handling processes.
Understand the importance of our Medallia scores.
Aid guests in locating other areas of the hotel (walk them to destination if possible)
Effectively operate computer, printer, telephone, pen/pencil, photo-copying machine, facsimile machine, two-way radio
Be actively engaged with our guests.
Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
Deliver personalized, memorable guest experiences by utilizing the Power of One