What are the responsibilities and job description for the Rooms Control Representative position at White Lodging?
Description
Position Information
Location: JW Marriott Austin
Summary:
The Rooms Controller coordinates and processes group reservations, guest requests, and rooming list to ensure excellent guest service.
Responsibilities:
COMPETENCIES
Position Information
Location: JW Marriott Austin
Summary:
The Rooms Controller coordinates and processes group reservations, guest requests, and rooming list to ensure excellent guest service.
Responsibilities:
- Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission and the White Lodging/brand basics. Understand the White Lodging Way.
- Assist Front Desk leaders with credit report and follow-up.
- Ensure proper handling of airline contract rooms (where applicable).
- Set up, process and finalize room blocking.
- Prepare Express Check-ins.
- Check trace file for arriving groups.
- Interact with Sales Managers regarding the proper handling of their groups.
- Interact with Housekeeping regarding VIP arrivals and expediting rooms.
- Run necessary reports for shift.
- Set up mailbox arrivals.
- Check and verify reasons for all rooms out of service for maintenance.
- Always answer telephone within three rings with a smile and answer calls using good listening and communications skills to secure the information necessary to ensure the guest has an excellent stay.
- Check house count and establish selling position with shift manager; keep current throughout shift.
- Pre-block special requests, packages, VIP, Frequent Stay suites, and members (Marriott Rewards, Hyatt Passport, Hilton Honors, etc.).
- Ensure all guaranteed room types and special requests are met.
- Prepare coupons and other amenities for guests on special package rates.
- Follow correct check-in/check-out procedures for all guests.
- Ensure resume information is correct and set up correctly in PMS.
- Be able to properly operate and explain TDD operation for guests.
- When applicable, take same day reservations at desk. Know cancellation policies and walk procedures.
- Ensure that all pre-registration and key packeting needs are met.
- Ensure that the requirements for daily check lists are met.
- Process and research Guaranteed No-Shows related to groups. Advise member of the Front Office leadership team how to handle such no-shows. Inform sales/event management of no shows.
- Handle special event booking as assigned by management, including blocking, deposits, and tracking procedures.
- Reinforce the suite booking process.
- Communicate information accurately.
- Have knowledge of room locations, types, building layout, and hours of operations.
- Ensure security and confidentiality of all guest and hotel information and material.
- Report maintenance issues.
- Maintain a clean and orderly work area in accordance with hotel standards. Complete daily/weekly cleaning schedule.
- Participate in daily preshift.
- Utilize property Service Recovery/Defect Tracking processes.
- Report unsafe conditions and suspicious activity to Loss Prevention/Management.
- Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as needed. Use personal protective equipment.
- Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints.
- Promote teamwork and associate morale.
- Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation, and hotel surroundings (i.e. mall, restaurants).
- Follow proper key control procedures.
- Perform other duties as assigned
COMPETENCIES
- Job Knowledge
- Quality of Work
- Quantity of Work
- Guest Focus/Customer Service
- Reliability/Dependability
- Motivation/Initiative
- Flexibility/Adaptability
- Perseverance
- Organization Skills
- Effort
- Judgement/Problem Solving
- Cooperation/Teamwork
- Must pass certification quiz/test for position.
- Proficient on computer functions including PMS, MARSHA, Passkey, Delphi, and MS Office.
- None required
- Lift, carry or otherwise move up to 10 lbs. regularly.
- Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.
- Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
- Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.