Rooms Controller

Hyatt • Bethesda, MD

111d

About The Position

The Rooms Controller is responsible for greeting, registering, and servicing guests in a friendly and courteous manner according to hotel/brand and sustainability standards. This role involves implementing appropriate booking strategies to ensure that all parties are appropriately accommodated, and working with housekeeping and the reservations department regarding the distribution and status of guest rooms.

Requirements

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Responsibilities

• Assign room according to guest request and preferences whenever possible.
• Pre-register designated guests and prepare key packets.
• Immediately greet guest and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish method of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Follow sustainability guidelines and practices related to HHM's EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

What This Job Offers

• Career Level: Entry Level
• Industry: Accommodation
• Education Level: High school or GED