Rooms Controller, Hotel Operations (Caesars New Orleans)

Caesars Entertainment•New Orleans, LA

25d

About The Position

The Rooms Controller coordinates daily room vacancies, express checkouts, reservation status changes, and room inventory. The role works closely with related departments to provide excellent guest service, serves as a role model for front office staff, and is responsible for the department in the absence of a Hotel Manager. The Rooms Controller may also work as a Front Desk Clerk as business demands require.

Requirements

Must be at least 21 years old to work at a casino hotel.
Ability to read, write, understand, and communicate clearly in English.
Ability to coordinate multiple tasks simultaneously and perform duties with a sense of urgency.
Excellent oral and written communication skills.
High school graduate or equivalent.
At least one year of customer service experience, with the ability to provide courteous, friendly, and efficient service to guests.
Ability to type at least 25 words per minute.
Ability to pass a simple mathematics test.
Ability to get along with coworkers and work as part of a team.
Availability to work any day of the week and any shift.
Must present a professional, clean, and crisp appearance.
Ability to work indoors and continuously stand or maneuver around the front-desk area and guest rooms for periods of up to eight hours.
Ability to respond calmly in busy situations and tolerate areas with high noise levels.
Ability to lift and frequently push or pull up to 60 pounds.
Good manual dexterity for typing, grabbing, gripping, pulling, holding, tearing, sorting, reaching, and filing paperwork.
Ability to respond to visual and aural cues.
Ability to accurately count and balance a $1,500 bank at the beginning and end of a shift.
Ability to process cash and credit-card transactions.

Responsibilities

Ensure guest needs and special requests are met, invoke service recovery when appropriate, and maximize use of FOCUS skills.
Prepare the daily agenda, including upgrades and sales or junket groups.
Answer all calls directed to the Front Office.
Attend Housekeeping pre-shift meetings to communicate information about groups, VIP guests, and special requests.
Check the numbers for the day, post them for staff, and provide them to supervisors for pre-shift meetings.
Check the status of out-of-order rooms.
Place guest requests with Housekeeping, document the requests, and follow up with guests.
Complete back-to-back reservation extensions, express checkouts, and due-outs.
Check in all unassigned rooms, prepare keys and key packets, and give them to the Supervisor for front-desk customer pickup.
Review Sales group resumes and block rooms based on special requests.
Run and resolve the over-credit and non-zero reports.
Pre-assign all hotel special requests.
Promote and maintain ongoing communication between departments.
Receive calls about rooms needing repair, notify Facilities, place rooms out of order, and follow through until repairs are completed and rooms are available for occupancy.
Cancel non-guaranteed reservations at 6 PM.
Balance room inventory one day in advance.
Run and complete Rooms Revenue Potential and manual overrides.
Call around the city to check room availability and rates.
Work as a Front Desk Clerk as needed based on business demands.
Complete required paperwork for front-desk transactions and enter information into the computer.
Process cash and credit-card transactions accurately, including accepting payments and providing necessary change.
Check guests in and out.
Meet attendance guidelines and adhere to departmental and company policies.
Demonstrate the Caesars Spotlight 5 behaviors: initiate a friendly greeting, smile and make eye contact, demonstrate an upbeat and positive attitude, check for satisfaction, and provide a warm farewell.