Rooms Controller (Temporary Full Time)

Peregrine Hospitality•Pismo Beach, CA

7d•Onsite

About The Position

The Rooms Controller is a major role of importance within the Front Office. Responsible for managing overall hotel room inventory and coordinating the day-to-day operation in support of the Front Office leadership team. As a Rooms Controller, you will ensure guests' requests are met in advance and their preferences are honored by pre-blocking special requests and managing overall inventory.

Requirements

Understand the mission, vision, and goals of the hotel.
Must be able to prioritize and work efficiently with limited supervision.
Requires effective communication skills, both verbal and written with the ability to upsell guests into rooms that fit their needs.
Must possess basic computer skills.
Strong attention to detail and the ability to handle multiple tasks simultaneously.
General knowledge of the city where the hotel is located and its attractions.
Extensive knowledge of the hotel, its services, and its facilities.
Ability to handle cash and balance cash drawer required.
Strong team player, able to partner with management and other employees in a professional manner.

Responsibilities

Coordinating all guest room assignments and pre-blocking special requests with a special focus on VIP arrivals, responding to guest requests, and settling accounts while providing exceptional service
Take the initiative to add a personalized experience, taking advantage of opportunities to surprise and delight guests celebrating special occasions.
Promote the hotel facilities, looking for opportunities to enhance a guest's stay through up-selling
Assign rooms according to guest requests and preferences whenever possible.
Pre-register designated guests.
Organize and coordinate check-in/pre-registration procedures for arriving groups.
Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
Confirm reservations and cancellations.
Review out-of-order rooms daily.
Ensure rates match market codes and document exceptions.
Verify and adjust billing for guests.
File guest paperwork or documentation.
Set up/process all guest check-ins/check-outs.
Activate room keys.
Secure valid payment.
Identify any over-commitments.
Perform duplicate reservation checks; block rooms.
Run daily reports.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Receive, record, and relay messages accurately, completely, and legibly.
Book reservations for those guests who approach the Front Desk.
Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows the location of the room and/or has a bell person accompany him/her.
Support front desk agents and PBX/Guest Service Agents as needed.
Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area, and other general product knowledge and answer guest questions and inquiries.
Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
Carries out supervisor requests in accordance with hotel policies and standard operating procedures.
Follow 4 Keys service standards, standard operation procedures, and safety standards.
Follow all appropriate policies and procedures while constantly striving to improve all standards of operations.
Follow safety and security procedures.
Adhere to attendance and reliability standards.
Additional guest services duties as assigned by management.
Follow all additional duties as assigned by management.