Rooms Controller Jobs

About The Position

Requirements

• Experience in a hotel or related field required.
• Experience with Opera required.
• Customer service experience required.
• Computer experience required.
• High school diploma or equivalent required.
• Ability to work flexible and sometimes long hours.
• Ability to occasionally exert up to 20 pounds of force, and frequently or constantly exert up to 10 pounds of force, to lift, carry, push, pull, or otherwise move objects.
• Ability to occasionally stand for long periods.
• Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to understand and apply complex information and data from various sources to meet objectives.
• Ability to maintain confidentiality of information.

Nice To Haves

• College coursework in a related field is helpful.

Responsibilities

• Answer incoming calls professionally and courteously, assisting callers without transferring them whenever possible.
• Monitor and manage hotel room-type inventory, communicate concerns, and identify solutions.
• Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Run and complete the credit limit report daily.
• Review Guest Arrivals and the Trace File daily and follow through on guest requests and preferences.
• Follow cash-handling and credit policies.
• Stay informed about rates, packages, special promotions, closed-out dates, and restricted dates.
• Communicate room challenges and inventory concerns to the front office team daily.
• Liaise with Sales and Convention Services to support successful group arrivals.
• Liaise with Housekeeping and Engineering to manage and block guest rooms as necessary.
• Manage discrepancies and queues quickly and efficiently.
• Obtain necessary information when taking room reservations and follow the rate-quoting scenario.
• Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
• Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
• Maintain a complete understanding of house and guest-room availability.
• Manage all Out of Order and Out of Service rooms.
• Use proper two-way radio etiquette when communicating with employees.
• Operate relevant aspects of the Front Desk computer system.
• Complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Balance and prepare individual paperwork for shift closing according to hotel standards.
• Monitor and action Nor1 eStandby upgrade requests to maximize hotel revenue.
• Monitor and respond to guest feedback through RealTime feedback and other necessary forums.
• Manage Mobile Check In in a timely and efficient manner.
• Manage airline assignments and applicable pre-registration and pre-keying.
• Maintain a clean work area.
• Assist the management team with rooms-related projects.
• Attend required hotel meetings and training, maintain regular attendance, and comply with hotel standards and regulations.
• Maintain a warm, friendly, attentive, courteous, and service-oriented demeanor with guests and employees.
• Maintain standards of personal appearance and grooming, including wearing the proper uniform and name tag.
• Maximize productivity, identify problem areas, and assist in implementing solutions.
• Handle problems by anticipating, preventing, identifying, and solving them as necessary.
• Cross-train in other hotel-related areas and maintain confidentiality of information.
• Show initiative by anticipating guest and operational needs.
• Perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law