Job Details

Rooms Controller

The Rooms Controller is directly in charge of controlling the hotel room inventory by assigning out of order rooms, guest arrival rooms, Inn Care schedule and Sales/Catering site rooms. Work primarily back of house with the property management system to improve the guest experience and reservation accuracy. Specifically improves guest arrival/ departure efficiency while also improving hotel productivity. This position will work closely with Central Reservations to gather needed information from the guests in order to properly assign their room (ie. special requests, arrival/ departure time, children, dogs, etc.). They will be in direct contact with the Front Office and Housekeeping day of arrival to help control RNA's, room moves and late checkouts.

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

Skills and Qualifications

Essential:

• High school graduate.
• Previous experience in cashiering.
• 1 year experience as a Front Desk, preferably a Four - Five star hotel.
• Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.
• Ability to provide legible communication.
• Computer training.
• Ability to enforce hotel's standards, policies and procedures with Front Desk staff.
• Ability to prioritize and organize work assignments, delegate work.
• Ability to build rapport and coach team members.
• Ability to ascertain departmental training needs and provide such training.
• Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
• Detail-Oriented
• Ability to suggestively sell available rooms.
• Ability to input and access information within the system.
• Ability to remain calm and courteous with demanding/difficult guests and/or situations.
• Ability to perform job functions to standards under pressure of arrivals/departures within any given period of time.
• Ability to ensure security and confidentiality of guest and hotel information.
• Ability to work without direct supervision.

Desirable:

• College degree.
• Ability to communicate in a second language, preferably Spanish.
• Familiarity with yield management and cost controls.

Essential Job Functions

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, dcor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations and times.
• All hotel and departmental policies and procedures.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Coordinate the room Tape Chart and assign the house during the patterns of the day to anticipate the guest needs and contact them when rooms become available.
• Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service, and resolving discrepancies with respective personnel.
• Assist all Front Office staff when needed with their job functions to ensure optimum service to guests.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Monitor and handle guest complaints by using L.A.S.T. (Listen, Apologize, Solve and Thank) and ensure guest satisfaction.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
• Review previous night's no-shows, verify and ensure billing of such.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Anticipate sold-out situations and how to handle the inventory in such an event.
• Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and Inn Care.
• Ensure that all V.I.P.'s are pre-registered according to standards and all requests are met.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Review requests for late check-outs and approve according to occupancy. Communicate such to Housekeeping.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Review status of assignments and any follow-up action with on-coming supervisor.
• Assist in strategizing control of room inventory to maximize revenues.
• Process all guest check-ins according to established hotel requirements.
• Process all check-outs according to established hotel requirements.
• Communicate effectively with Group contacts and Convention Service Managers.