Rooms Controller

Job Title: Rooms Controller

Department: Front Office

Reports To: Front Desk Manager/Front Office Manager/Director of Rooms

SUMMARY:

The Rooms controller will streamline our daily front office operations by bridging together tasks involving billing, reservations, and guest relations. Their ability to set the day up for success will ensure a smooth operation by balancing the hotel from both an inventory and guest satisfaction perspective. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Balancing LightSpeed to MARSHA inventory
• PA MARSHA one week out. Perform duplicate reservation checks, block rooms. Run daily reports.
• Take deposits on prepaid reservations for today’s arrivals, including single use CC.
• Pre-block ALL suite reservations
• Pre-block VIP’S Elite members, Including Platinum upgrades. 
• Pre-block and arrange special requests: connecting, roll-in shower, accessible, high floor, defeathering, early arrivals, back-to-back, etc.
• Arrange amenity delivery: crib, rollaway, foam pillows, extra towels etc.
• Organize and coordinate check-in/ pre-registration procedures for arriving groups.
• Clear discrepant rooms by 12:30 PM, all departures done by 2PM. Follow up on pending rooms constantly. Contact guests when rooms become ready and checked in.
• Ensure Engineering, Housekeeping and Room Service have taken care of the pre-arrival requests.
• Review Interactive Room Block Chart to fill all gaps when possible.
• Set Up billing for 3^rd party payment, direct bill, and prepaid reservations.
• Confirm reservations and cancellations.
• Review out-of-order rooms daily.
• Ensure rates match market codes.
• Verify and adjust billing for guests.
• Identify any over-commitments and resolve it as soon as possible.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Review GXP for all guests’ requests& preferences. Communicate with guests and responsible associates.
• Assist guests at the front desk when needed.

QUALIFICATIONS

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

High school diploma or equivalent (GED); one to three months related experience and/or training; or equivalent combination of education and experience

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to guests, clients, and other colleagues of the hotel. Main language communication with guests is English and having the ability to communicate in other languages in addition to English enhances customer service.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.   Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the colleague is regularly required to use hands to finger, handle, or feel and talk and hear.  The colleague frequently is required to stand, walk, and sit.  The colleague must regularly lift and/or move up to 10 pounds.  The colleague is occasionally required to reach with hands and arm.  The colleague must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a colleague encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

I acknowledge receipt of Job Description that can be subject to change and be revised at any time.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)