Rooms Controller

Loews Hotels & Co•Arlington, TX

2d•Onsite

About The Position

The Rooms Controller 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. This role serves as a liaison between the Front Office Agents, and Front Office Management, Housekeeping, and Engineering. The hotel, Live! By Loews-Arlington, TX, is a 302-room property ideally positioned between the new Texas Rangers’ ballpark and Dallas Cowboys’ Stadium, offering an upscale experience with an infinity-edge pool, a rooftop terrace, and floor-to-ceiling windows with sweeping views of the Arlington Entertainment District. Loews Hotels & Co, founded in 1960, operates iconic hotels and resorts across the U.S., focusing on creating an environment where diverse and welcoming teams craft exceptional experiences and where growth and belonging are prioritized.

Requirements

Excellent communication skills – oral and written
Excellent guest service skills
Knowledge of computer programs utilized in property management
Able to work a flexible schedule, including weekends and holidays
Minimum one year experience as Front Desk Agent at a comparable quality property

Nice To Haves

Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills

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.
Performs 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.
Blocks 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.
Checks for duplicate reservations on a daily basis.
Monitors clearing of all due-outs, Express Checkouts, no-show’s, and Pre-Registered guests.
Processes 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.
Conducts daily line-ups.
Monitors arrivals to ensure that rooms are ready by check-in time.
Clears departures by working closely with the Housekeeping Department.
Ensures all guest departure calls are done on a daily basis.
Accurately reports guest needs and problem resolution.
Handles multiple tasks at once with attention to detail.
Assists with the preparation of ‘remote’ and ‘reserved’ registration and check-out of groups.
Prints group no-show, in-house, and arrivals reports on a daily basis.
Answers telephone expediently and addresses complaints, problems, special requests and non-related desk questions, logging phone complaints and requests.
Monitors room category and bedding availability up to three days in advance to prevent overbooking.
Monitors rollaway, microwave and other amenity requests up to seven days in advance to ensure availability and accurate billing.
Monitors all Master accounts to ensure they are checked-in and extended as required.
Ensures adherence to all Loews Hotels Star Service standards.
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.