Rooms Controller (Full-Time; Varied Shift) $17.50/hour

Harrah's Cherokee Casino Resort•Cherokee, NC

2d•$18

About The Position

Efficiently check-in/check-out our guests. Respond to inquiries and complaints efficiently, courteously, and professionally to achieve maximum guest satisfaction while complying with or exceeding all standard operating procedures and services. Assign and balance room types based on play. Assign and communicate VIP arrivals.

Requirements

High school diploma or GED required
One year of front desk experience is required
Must demonstrate the following essential knowledge and skills:
Excellent interpersonal, problem-solving, and analytical skills
Ability to work independently
Documented teamwork behaviors and attitudes
Excellent oral and written communication skills
Proficient in the use of Windows-based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
Self-starter; must work without close supervision
Ability to handle multiple priorities in a fast-paced environment
Neat, professional appearance with excellent personal hygiene
Knowledge of LMS, CMS, HotSOS, Cognos, Access
Knowledge of Harrah’s Cherokee Casino Employment Policies
Not required at time of hire; may be learned in the probationary period agreed upon at time of hire

Responsibilities

Perform guest registration and room assignments, accommodating special requests whenever possible
Responsible for setting daily criteria. Accrue, evaluate, and distribute guest play criteria to the front desk of HCCR and HCVR for suite and room assignments
Review extremely sensitive player data with confidentiality
Review information in the Casino Management System with the utmost security and integrity
Pre-register block reservations
Coordinate bus arrivals (room assignments, reg cards, keys) and deliver to Total Rewards for NCM, Motorcoach, and Group sales arrivals
Coordinate wholesaler program, assign rooms, and ensure that contractual obligations are met
Process same-day reservations and, when necessary, future reservations following hotel rate structures and selling strategies
Handle guest check-in and check-out in accordance with hotel credit and cash policies in an efficient and friendly manner
Resolve guest complaints and answer guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc.
Monitor guests on the property list and call guests to let them know their room is ready, as rooms are inspected
Ability to use yield strategy and criteria of ATT, ADT, and Win/Loss to maximize occupancy of suite inventory with the correct player worth for the demand of the day
Ability to utilize active databases to determine criteria daily and communicate criteria to support departments
Troubleshoot all in-room movie/phone/billing problems
Cancel room reservations according to established procedures
Balance drawer bank daily
Perform other tasks as assigned by the supervisor or manager
Run all departmental reports throughout the shift for system maintenance
Check all arrivals daily
Complete all priority room assignments
Communicate needed rooms to Housekeeping teams.
Complete 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 key pick-up daily
Verify and communicate all suite rates are correct and work closely with Casino Hosts on status changes and availability throughout the shift
Coordinate all arrivals during system outages as designed
Adhere to all regulatory, company, and departmental policies/procedures in an ethical manner
Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values