Hotel AKA Back Back Bay is hiring for a Rooms Controller!

The main purpose of the Rooms Controller is to coordinate and organize the hotel’s guest room inventory. The Rooms Controller will act as a liaison between the Housekeeping, Front Office, and Reservations department regarding the status and distribution of all guest rooms. The Rooms Controller acts in accordance with the AKA Back Bay Service Promises, and provides additional assistance as requested in an attentive, courteous, and efficient manner.

General Responsibilities:

• To be thoroughly knowledgeable of all room types and have a thorough understanding of hotel occupancy trends.
• Be familiar with various hotel department’s policies and procedures.
• Have extensive knowledge with all technical equipment related to the Front Office, Housekeeping, and Reservations departments.
• To be familiar with all hotel facilities, inter-relationship between the different departments.
• Process guest check-ins and check-outs according to AKA’s Standard Operating Procedures
• Oversee room inventory and ensure proper blocking strategies are in place. Raise awareness to any inventory issues.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery, rooms OOO, blocking strategies, etc.)
• Receives in-house reservations inquiries
• Process cancellations accordingly to policy
• Pre-register designated blocks and/or guests and prepare key packets
• Maximize potential room revenue by following specified selling guidelines
• Respond to guest calls in a timely manner
• All group resumes are audited prior to groups arrival
• Attend Group Resume Meetings
• Assist with development of FD sold out night strategies
• Familiar with all reservation special packages and procedures
• Understand VIP procedures.
• Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
• Maintain confidentiality of all guests and hotel information
• Employ attention to detail, in order to ensure security of guest room access.
• Understand and execute all AKA accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
• Maintain guest history files on all guests
• Accommodate room changes expediently
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
• Generate, print and distribute daily and weekly reports
• Handle guest packages and post charges in the system
• Assist with training and developing new team members
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
• Must work well in stressful, high pressure situations.

Required Skills & Qualifications:

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
• Ability to accurately and efficiently input information into computer systems
• Ability to compute accurate mathematical calculations
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
• Ability to learn and master multiple software systems required.
• Strong working knowledge of Microsoft Excel.
• Previous hotel experience in a Reservations, Front Office, Sales and Marketing or Accounting environment is preferred.
• Strong keyboard skills preferred.

Our Team Members enjoy very generous PTO; Health; Dental; Vision and 401(k) benefit plans. We recognize and promote top performers because we know that our success is due to your achievements.

AKA Hotels Hotel Residences is a part of Korman Communities, a family owned and operated company, we consider our Team Members the most important asset. With over 100 years of history and experience behind us we’re always looking for Team Members ready to join our family. Grow with us!

Job Type: Full-time

Schedule:

• Day shift
• Night shift

Experience:

• Hotel: 1 year (Required)

Ability to Commute:

• Boston, MA 02116 (Required)

Work Location: In person