Controller Jobs

About The Position

Requirements

• High school diploma or GED and 1 year of experience in guest services, front desk, or a related professional area; OR
• A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required.
• Interpersonal and communication skills to lead, influence, and encourage others.
• Ability to make sound financial and business decisions and demonstrate honesty and integrity.
• Ability to handle complaints, resolve conflicts, and solve problems.
• Ability to provide guest service and communicate with guests and employees effectively.

Responsibilities

• Lead and assist with daily shift requirements across Front Office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
• Support Front Desk shift operations and all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Lead, influence, and encourage team members; model appropriate behavior and foster trust, respect, and cooperation.
• Handle employee questions and concerns, and understand employee positions well enough to perform their duties in their absence.
• Support daily operations and help ensure quality standards and customer expectations are met.
• Set goals and plans to prioritize, organize, and complete work; participate in department meetings and communicate Front Desk goals.
• Handle complaints, disputes, grievances, conflicts, and guest problems, seeking supervisor assistance when necessary.
• Monitor staffing levels to help meet guest service, operational, and financial objectives.
• Support staff training on credit policies and procedures and same-day selling procedures to maximize room revenue and property occupancy.
• Promote service improvement, guest satisfaction, and retention; communicate guest needs and provide guidance, feedback, and coaching.
• Interact with guests to obtain feedback on product quality and service levels.
• Support implementation of customer recognition and service programs, review guest comments and satisfaction results with employees, and assist with guest information tracking to recognize preferences and resolve problems.
• Ensure employees have proper supplies and uniforms.
• Identify employee development needs; coach, mentor, guide, and direct subordinates, set performance standards, monitor performance, and provide feedback based on observed service behaviors.
• Participate in employee recognition, training when appropriate, and the employee performance appraisal process.
• Provide information to supervisors, coworkers, and subordinates by telephone, in writing, by email, or in person; keep executives, peers, and subordinates updated in a timely manner.
• Analyze information and evaluate results to select solutions and solve problems.
• Perform Front Desk duties as necessary; understand Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Comply with loss prevention policies and procedures.
• Assist with financial and administrative responsibilities and work toward guest and employee satisfaction and the operating budget.