About this role
The Hotel Rooms Controller is responsible for answering guest requests and call center requests via phone, email, and IVY messaging system and completing their requests in a timely manner. Responsibilities also include monitoring inventory forecasts in LMS and updating management when there are negative amounts in any room type. Rooms control has a working knowledge of the LMS system and works with Hotel Maintenance and Housekeeping personnel to ensure the status of hotel rooms are updated when rooms are available to sell.
• Ability to work as a Front Desk Clerk as needed based on business demands. • Ensures that guest needs and special requests are met. • Invokes service recovery when appropriate. • Maximizes use of customer service skills. • Prepares daily agenda (upgrading, sales/junket groups, etc.) • Answers all phone calls directed to the Front Office. • Attends Housekeeping pre-shift to communicate information regarding groups, VIP guests, special requests, etc. • Checks numbers for the day and post for the staff and to give to supervisors for pre-shift meetings. • Checks status of “out of order” rooms. • Responsible for placing all guest requests to the housekeeping department, documenting the request, & guest follow up. • Completes any back-to-back reservation extensions. • Completes all express checkout and due out. • Checks in all unassigned rooms, makes keys, and gives key packets to Supervisor to bring to the front desk for customer pick-up. • Reviews Sales group resumes, and blocks rooms based on special requests, etc. • Runs and resolves the over credit report. • Runs and resolves the non-zero report. • Runs and completes Rooms Revenue Potential and Manual overrides. • Pre-assigns all hotel special requests. • Promotes and maintains constant communication between all departments. • Receives all calls for rooms that need repair. • Notifies facilities, places “room out of order” signage, and follows through until repair is completed and room is available for occupancy. • Cancels all non-guaranteed reservations at 6 PM (options on the main menu). • Balances room inventory one day in advance. • Calls around area for room availability and rates.
• High school diploma or equivalent and two years’ experience in a position with direct guest contact required.
• Ability to read, write, speak, and understand English. • Ability to coordinate multiple tasks simultaneously. • Ability to work with a flexible schedule. • Must perform duties with a sense of urgency. • Excellent oral and written skills. • Must be able to work any day of the week and any shift. ADDITIONAL REQUIREMENTS
• Must be able to stand and walk for long periods of time. • Must be able to lift and carry upwards of five pounds. • Able to bend, reach, kneel, twist and grip items. • Must be able to respond to visual and aural cues. • Must present a well-groomed appearance. • Must be able to maneuver throughout hotel and casino, including up and down stairs.