Rooms Controller

Montage International•Healdsburg, CA

3d•Onsite

About The Position

The primary responsibilities of the Rooms Controller is to pre-register all hotel guests to ensure a smooth arrival. The Rooms Controller is responsible for pre-registering reservations in Opera and creating welcome packets prior to guest arrival. This role involves monitoring rooms’ inventory and ensuring proper room allocation to maximize potential revenue. The Rooms Controller will answer incoming phone calls, handle guest requests and room moves, and assign rooms at least seven days in advance. This position works closely with the Housekeeping and Guest Reception teams to ensure all rooms are prepared adequately and in a timely manner, as well as by the guaranteed check-in time. They will ensure that all group welcome materials are distributed accordingly. In addition, this position may be required to perform a combination of the following supportive functions, as deemed necessary by upper level management: create reservations for guests who are at the desk or who call in after hours, assist the guest reception desk with guest check-ins, process third party billing requests, and assist Concierge and Guest Services teams as needed.

Requirements

High school or equivalent education required
Previous customer service or luxury hotel experience required
Requires strong English language communication skills, both verbal and written
Must possess intermediate computer skills
Individual must have the ability to solve problems and make rational decisions
Knowledge of resort operations, its services, and facilities

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Pre-register reservations in Opera and create welcome packets prior to guest arrival
Monitor rooms’ inventory and ensure proper room allocation to maximize potential revenue
Answer incoming phone calls, handle guest requests and room moves
Assign rooms at least seven days in advance
Work closely with the Housekeeping and Guest Reception teams to ensure all rooms are prepared adequately and in a timely manner, as well as by the guaranteed check-in time
Ensure that all group welcome materials are distributed accordingly
Create reservations for guests who are at the desk or who call in after hours
Assist the guest reception desk with guest check-ins
Process third party billing requests
Assist Concierge and Guest Services teams as needed