Rooms Controller - Loews Hotels Universal Orlando

Loews Hotels•Orlando, FL

6d•Onsite

About The Position

Oversees the friendly, professional, and efficient registration and account settlement of hotel guests commensurate with the demands of a world-class resort by providing support to the Front Desk Agents & Management. Serves as a liaison between the Front Office Agents, and Front Office Management, Housekeeping, and Engineering. Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations. Growth and belonging start here; you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and make a meaningful impact. Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us. Headquartered in New York City, Loews Hotels & Co is rooted in deep heritage in the hotel industry and excellence in service. As one of the only independently owned family hotel companies, we know that hospitality comes from the heart. Loews Hotels & Co owns and operates hotels and resorts across the U.S. and Canada. Located in major city centers and resort destinations, including multiple hotels in partnership with Universal Orlando Resort, Loews Hotels & Co features properties grounded in family heritage and dedicated to delivering unscripted guest moments, all with a locally handcrafted approach. We pride ourselves on the individuality and uniqueness of our offering. Joining Loews Hotels & Co means not just gaining a job, it means becoming a part of a family. A family where Team Member growth and empowerment are part of our DNA and have been for decades. We offer progressive benefits including paid parental leave, 401K matching and travel benefits, and opportunities for ongoing learning and development. But beyond that, as a member of the Loews Hotels family, you are part of a culture of diversity and inclusion, one that works hard to protect our environment with eco-friendly and sustainability programs, and one that is always a good neighbor to their communities, supporting them in ways large and small. We welcome you to join us.

Requirements

Minimum of one year guest service experience in hotel hospitality
Excellent guest service skills required
Advanced computer skills
Ability to stand and walk for long periods of time required
Ability to communicate effectively in English verbally and written with team members, leaders and guests required.
Must be able to work a flexible schedule, nights, weekends and holidays as required.

Nice To Haves

Previous experience as a Front Desk Agent is preferred.
Opera experience preferred.

Responsibilities

Oversees the friendly, professional, and efficient registration and check-out of hotel guests, including assisting the Front Desk during peak periods
Assists Front Desk Agents in satisfying guest requests and resolving guest complaints
Trained and skilled to perform all Front Desk, Reservations, and Star Service functions as needed based on operational demands
Prints occupancy, arrivals departures, and back-up reports on a timely basis
Reviews Specials Report for all arriving guests on a daily basis to ensure appropriate pre-blocking of rooms and to coordinate special services to be provided
Block relocated guests who will be returning to the hotel
Communicates all special requests to Housekeeping
Coordinates with Room Service to ensure accurate and timely amenity deliveries
Monitors and ensures completion of all room changes
Check for duplicate reservations on a daily basis
Monitors clearing of all due-out’s, Express Checkouts, no-show’s, Pre-Registered guests
Process applicable charges for late check-outs (12pm)
Checks the status of all Out-of-Order rooms on a daily basis
Monitors availability of showrooms for the Sales & Conference Management departments
Reviews group resumes to verify group billing procedures, VIP’s and special requests
Responsible for conducting daily line-ups
Monitor arrivals to ensure that rooms are ready by check in time
Clear departures by working closely with Housekeeping Department
Ensure all guest departure calls are done a daily basis
Accurately report guest needs and problem resolution
May interact with customers in person, as well as other departments.
Must be able to handle multiple tasks at once with attention to detail
Ability to work independently
Excellent people skills.
Assist with the preparation of ‘remote’ and ‘reserved’ registration and check-out of groups
Prints group no-show, in-house, and arrivals report on a daily basis
Answers telephone expediently and addresses complaints, problems, special requests and non-related desk questions, making sure to log phone complaints and requests
Familiarity with daily hotel occupancy reports, status of available rooms, etc.
Monitor room category and bedding availability, up to three days in advance, in order to prevent overbooking
Monitors rollaway, microwave and other amenity requests up to seven days in advance in order to ensure availability, and accurate billing was completed
Monitor all Master accounts to ensure that they are checked-in and extended as required
Ensures adherence to all Loews Hotels Star Service standards
Other duties may be assigned as business demands
Maintains clean and excellent condition of Rooms Control & Back Office area and equipment
Maintains proper stock of all supplies in Back Office Area
Executes emergency procedures in accordance with hotel standards
Notifies appropriate individuals and departments of any problems or unusual matters of significance
Attends all appropriate hotel meetings and training sessions
Is polite, friendly, and helpful to guests, employees, and management
Promotes and applies teamwork skills at all times
Complies with all hotel standards, policies, and rules
Complies with safety regulations and procedures
Remains current on hotel information and changes