The primary purpose of the Rooms Controller is to ensure the smooth operation of the front desk. To be responsible for directing, coordinating, and monitoring the overall Front Office operation as directed by the Front Office Manager. To direct the Front Office operation in the absence of the Front Office Manager.

HOTEL VALUES:

This description of responsibilities is simply intended to provide basic guidance to outline a minimum standard of performance. 

The hotel values a LOU attitude, where an employee is encouraged to Lead, take Ownership, and deal with situations of all kinds with a sense of Urgency. While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guest, co-workers, and managers. The hotel believes in a culture where team members help each other, and work together in an environment where the most important task is providing exceptional service to guests, at all times. 

As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job. 

Essential Functions:

• Reviewing the room inventory for the day of & following day
• Reporting to housekeeping for any back-to-back reservations
• Report to housekeeping/engineering any rooms that are out of order & get the status of from them before EOD
• Work closely with the housekeeping department to ensure any VIPs, HU, and room transfers are prioritized & report them back to the front desk
• Closely monitoring the discrepant rooms throughout the day to ensure they are being checked out & flipped to their appropriate status
• Monitor GXP calls to ensure they are all being closed within the designated time frame for all departments
• Answer any pending or incoming GXP chats accordingly
• Answer incoming phone calls that are related to inhouse guests or upcoming reservations
• Answer all third-party extranet messages such as (B.com, Expedia, etc)
• Must be able to act as Manager on Duty in absence of the Front Office Manager / Assistant Front Office Manager
• Be familiar with all SOPs relating to the front office operation
• Have a good knowledge of the local area
• Maintains a strong, professional relationship with housekeeping, engineering, and front office departments
• Be familiar with surrounding hotels in the area and build a strong relationship with them
• Coordinate the GCPM programming with housekeeping/engineering
• Ensures hookups are completed when directed by the front office
• Monitors the reservations/GM email daily and responds in a timely manner
• Train new hires on how to analyze the room inventory
• Respond to CEC cases and follow through accordingly
• Monitor the GXP dashboard to ensure we are maintaining a priority on house calls

Education and Experience:

• Previous experience in a similar position is required.
• Requires a minimum of 1 year of supervisory experience.
• The position requires a varied work schedule that may include evenings, nights, and weekends.
• Computer skills required including Word and Excel.
• Clear concise written and verbal communication skills.
• Strong organizational skills.
• Excellent interpersonal skills.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to talk or hear. 
• The employee frequently is required to stand. 
• The employee is occasionally required to walk. 
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, color vision, and depth perception.

Source: Hospitality Online