ROOMS CONTROLLER

REPORTS TO: Director of Front Office

DEPARTMENT: Front Office

POSITION SUMMARY: The Rooms Controller is responsible for coordinating room vacancies, room assignments, reports, express checkouts, and other reservation status changes on a daily basis.

RESPONSIBILITIES (include but are not limited to):

• Consistently provide outstanding services to clients in accordance with Hotel standards to ensure total guest satisfaction.
• Manage guest rooms assignments. Confirm reservations and cancellations.
• Enter rooming lists while ensuring accuracy, as required.
• Communicate room availability and other information with Housekeeping department.
• Strategize room plan to ensure swift check-in for guests.
• Pre-register group rooms and ensure the keys are ready prior to arrival.
• Study all program requirements for assigned groups and communicate any changes to appropriate hotel operating departments.
• Review and update information in Opera and other applicable systems.
• Produce and distribute VIP information to hotel operating departments.
• Ensure that all VIP arrivals are properly documented.
• Meet periodically with clients throughout the day for the duration of their stay to answer questions, coordinate necessary changes, anticipate needs, and troubleshoot problems.
• Update Group room blocks in Opera to accommodate specific requests.
• Complete back to back reservation extensions for day of extensions.
• Complete express checkouts and due outs.
• Monitor unassigned rooms and contact guest upon room readiness.
• Pre-assign all VIP special requests.
• Maintains accuracy within accommodation availability.
• Empowered to ensure that customer’s complaints/problems/issues are handled in an effective, prompt and courteous manner.
• Assist the front office department with daily operating tasks, such as check-ins and checkouts.
• Complete required paperwork for various front desk transactions and input information into the computer.
• Answer phone calls directed to the Front Office.
• Follow department policies, procedures and service standards. Follow all safety policies.
• Perform other duties as assigned/as they become necessary.

QUALIFICATIONS (to do this kind of work, you must possess/be able to):

• High School Diploma or equivalent required.
• Minimum of 1 year of relevant (i.e. sales coordinator, front desk, reservations) hotel experience required.
• Bilingual English/Spanish preferred.
• Must be legally authorized to work in the United States.
• Previous property management system (PMS) experience, preferably with Opera, required.
• Ability to communicate and negotiate effectively with internal/external customers both in written and verbal format.
• Ability to work well under pressure and in a fast-paced environment. Ability to multitask.
• Ability to work cohesively as part of a team.
• Deal with the general public, customers, associates, and government officials with tact and courtesy.
• Must be flexible and able to work all shifts, including mornings, evenings, overnight, weekends and/or holidays when necessary.

MINIMUM REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE: Prior experience required. High school diploma or equivalent required. Minimum of 1year of relevant experience required.

LANGUAGE SKILLS: Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism. Bilingual English/Spanish preferred.

MATH and LOGICAL SKILLS: Requires mathematical development sufficient to be able to: Deal with system of real numbers; algebraic solution of equations and probability and statistical inference. Apply fractions, percentages, ratio and proportion. Ability to determine time, place and sequence of operations or action to be taken on the basis of analysis of data; executing determination and/or reporting on events.

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly be required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee is required to use body members, hand tools, and/or special devices to work, move, or carry objects or materials. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 10-25 pounds. Requires walking and standing; and to a significant degree, reaching, handling, feeling, talking, hearing, seeing.

 (Please note: This position pays $23 hourly)

(Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.)