Rooms Controller (Full-Time; Varied Shift)

Harrah's Cherokee Casino Resort•Cherokee, NC

2d•Onsite

About The Position

The Rooms Controller efficiently checks guests in and out and responds to inquiries and complaints courteously and professionally to maximize guest satisfaction while complying with or exceeding standard operating procedures and service expectations. The role assigns and balances room types based on guest play and assigns and communicates VIP arrivals. The position supports front desk operations at Harrah’s Cherokee Casino Resort, including room and reservation coordination, guest registration, room assignments, and communication with Housekeeping, Total Rewards, Casino Hosts, and other support departments. It handles sensitive player and casino management information confidentially and securely, follows hotel credit and cash policies, and adheres to regulatory, company, and departmental policies. The role requires working in a fast-paced environment and a flexible schedule that includes weekends, evenings, and holidays.

Requirements

High school diploma or GED.
One year of front desk experience.
Excellent interpersonal, problem-solving, and analytical skills.
Ability to work independently and demonstrated teamwork behaviors and attitudes.
Excellent oral and written communication skills.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.
Self-starter able to work without close supervision.
Ability to manage multiple priorities in a fast-paced environment.
Neat, professional appearance and excellent personal hygiene.
Ability to read, write, speak, and understand English.
Ability to make rational decisions when handling guests and Team Members.
Ability to work a flexible schedule, including weekends, evenings, and holidays.

Nice To Haves

Knowledge of LMS, CMS, HotSOS, Cognos, and Access.
Knowledge of Harrah’s Cherokee Casino Employment Policies; this is not required at hire and may be learned during the agreed probationary period.

Responsibilities

Perform guest registration and room assignments, accommodating special requests whenever possible.
Set daily criteria; accrue, evaluate, and distribute guest play criteria to the front desks of HCCR and HCVR for suite and room assignments.
Review sensitive player data confidentially and access Casino Management System information with security and integrity.
Pre-register block reservations.
Coordinate bus arrivals, including room assignments, registration cards, and keys, and deliver them to Total Rewards for NCM, Motorcoach, and Group Sales arrivals.
Coordinate the wholesaler program, assign rooms, and ensure contractual obligations are met.
Process same-day and, when necessary, future reservations according to hotel rate structures and selling strategies.
Handle guest check-in and check-out in accordance with hotel credit and cash policies.
Resolve guest complaints and answer questions about hotel services, in-house events, directions, and local attractions.
Monitor guests on the property list and notify them when inspected rooms are ready.
Use yield strategy and criteria including ATT, ADT, and Win/Loss to maximize suite inventory occupancy for the appropriate player worth and daily demand.
Use active databases to determine daily criteria and communicate them to support departments.
Troubleshoot in-room movie, phone, and billing problems.
Cancel room reservations according to established procedures.
Balance the drawer bank daily.
Run departmental reports throughout the shift for system maintenance and check all arrivals daily.
Complete priority room assignments and communicate needed rooms to Housekeeping teams.
Complete the registration card audit daily and distribute the night audit to Income Control daily.
Complete express check-outs and due-outs daily.
Complete pre-registration keys and folios for key pickup daily.
Verify suite rates and work with Casino Hosts on status changes and availability throughout the shift.
Coordinate arrivals during system outages as designed.
Perform other tasks assigned by a supervisor or manager.
Follow regulatory, company, and departmental policies and procedures ethically and endorse Caesars Entertainment’s business objectives, ethics, and values.