Rooms Controller (Full-Time; Varied Shift)

Harrah's Cherokee Casino Resort•Cherokee, NC

3d•Onsite

About The Position

The Rooms Controller efficiently checks guests in and out and responds to inquiries and complaints courteously and professionally to maximize guest satisfaction while meeting or exceeding standard operating procedures and service expectations. The role assigns and balances room types based on guest play and assigns and communicates VIP arrivals. It works with front-office, housekeeping, casino, and sales teams to coordinate arrivals, reservations, room availability, and guest services. The position also handles sensitive player information and casino-management-system data with confidentiality, security, and integrity.

Requirements

High school diploma or GED.
One year of front-desk experience.
Excellent interpersonal, problem-solving, and analytical skills.
Ability to work independently and without close supervision.
Documented teamwork behaviors and attitudes.
Excellent oral and written communication skills.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.
Ability to manage multiple priorities in a fast-paced environment.
Neat, professional appearance and excellent personal hygiene.
Ability to read, write, speak, and understand English.
Ability to make rational decisions when handling guests and Team Members.
Knowledge of Harrah’s Cherokee Casino Employment Policies.

Nice To Haves

Knowledge of LMS, CMS, HotSOS, Cognos, and Access; these are not required at hire and may be learned during the agreed probationary period.

Responsibilities

Perform guest registration and room assignments, accommodating special requests when possible.
Set daily criteria; accrue, evaluate, and distribute guest-play criteria to the HCCR and HCVR front desks for suite and room assignments.
Handle sensitive player data confidentially and review Casino Management System information securely and with integrity.
Pre-register block reservations.
Coordinate bus arrivals, including room assignments, registration cards, and keys, and deliver them to Total Rewards for NCM, Motorcoach, and Group Sales arrivals.
Coordinate the wholesaler program, assign rooms, and ensure contractual obligations are met.
Process same-day and, when necessary, future reservations according to hotel rate structures and selling strategies.
Handle guest check-in and check-out according to hotel credit and cash policies.
Resolve guest complaints and answer inquiries about hotel services, in-house events, directions, and local attractions.
Monitor guests on the property list and notify them when their inspected rooms are ready.
Use yield strategy and criteria such as ATT, ADT, and Win/Loss to maximize suite occupancy with appropriate player worth for the day's demand.
Use active databases to determine daily criteria and communicate criteria to support departments.
Troubleshoot in-room movie, telephone, and billing problems.
Cancel room reservations according to established procedures.
Balance the drawer bank daily.
Run departmental reports throughout the shift for system maintenance.
Check all daily arrivals and complete priority room assignments.
Communicate needed rooms to Housekeeping teams.
Complete the registration-card audit daily.
Distribute the night audit to Income Control daily.
Complete express check-outs and due-outs daily.
Complete pre-registration keys and folios for daily key pickup.
Verify suite rates and coordinate with Casino Hosts on status changes and availability throughout the shift.
Coordinate arrivals during system outages as designed.
Adhere ethically to regulatory, company, and departmental policies and procedures.
Support Caesars Entertainment's business objectives, ethics, and values in accordance with its Code of Commitment and Mission, Vision, and Values.
Perform other tasks as assigned by a supervisor or manager.