Job Summary

The overall objective and purpose of the Rooms Controller position are to manage the property room’s inventory and organize the room assignments for incoming guests to provide exceptional guest service. The incumbent is responsible for having a complete knowledge of every room offered at the property, and implementing appropriate booking strategies to ensure that all parties are appropriately accommodated, and work with housekeeping and the reservations department regarding the distribution and status of guest rooms. They are to provide the highest level of service in support of the mission, core values, standards, and goals established by the company.

Core Responsibilities

• Primary responsibilities and tasks include, but are not limited to the following:
• Assign room according to guest request and preferences whenever possible.
• Pre-register designated guests and prepare key packets.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
• Confirm reservations and cancellations. 
• Review out-of-order rooms daily.
• Ensure rates match market codes and document exceptions.
• Verify and adjust billing for guests. File guest paperwork or documentation.
• Set up/process all guest check-ins/check-outs. Activate room keys.
• Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms.
• Run daily reports. 
• Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain the confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Coordinate tasks and work with other departments.
• Serve as a departmental role model.
• Develop and maintain positive working relationships with others; support team to reach common goals.
• Comply with quality assurance standards. Stand, sit or walk for an extended period of time.
• Enter and locate information using computers and/or POS systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Knowledge, Skills, And Abilities

• To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.
• Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment 
• Ability to remain calm in various situations, use sound judgment and effectively solve problems
• Ability to read and interpret documents such as safety rules and procedural manuals
• Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades, and percentages
• Strong written, verbal, and interpersonal skills
• Comprehensive knowledge of office equipment and property management systems
• Have a valid driver’s license and the ability to park cars with automatic or manual transmission

Minimum Qualifications

• Bachelor’s degree in Business or related training equivalent - required
• 1 year of relevant work experience in similar scope and title – required
• Experience within luxury brand/markets - required
• Student or graduate of hotel management – preferred

Work Environment

• The work environment/conditions described herein are representative of those that an incumbent may experience.
• Must be comfortable working in a shared space, with constant noise, without the use of a private office.
• Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
• Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice.

Physical Demands

• The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. 
• While performing the duties of this job, the incumbent is regularly required to see, hear, reach, use fingers to handle and feel, and stand up to 8 hours on a daily basis.
• Push, pull, and lift up to 50 lbs.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane or other means of transportation which require sitting, waiting, and standing for long and short periods of time. 

Source: Hospitality Online