Rooms Controller Agent Position The purpose of the Rooms Controller Agent Position is to increase guest preference of our hotel and Highgate Hotels brand. The Rooms Controller assigns hotel rooms to guests based on their reservation and unique requests and preferences. The Rooms Controller will maintain and manage the hotel's inventory of guest rooms while supporting front desk operations with reservation and rooms related information. Rooms Controllers are responsible for blocking VIP guests, managing Out of Order and Out of Service inventory, managing guest queue and discrepancies, performing room changes and guest follow up, managing and facilitating pre reg/pre key groups, managing all airline assignments and pre keys, managing guest upgrade requests/hotel upgrade revenue, receiving and responding to guest feedback via multiple feedback forums.
Responsibilities
Responsibilities include:
Answering incoming calls professionally and courteously.
Assisting callers with needs and requests without transferring whenever possible.
Monitoring and managing hotel Room Type inventory, communicating concerns and identifying solutions.
Answering guest inquiries about hotel services, facilities and hours of operation in a timely manner.
Running and completing credit limit report daily.
Reviewing Guest Arrivals and Trace File daily, following through on guest requests and preferences.
Following all cash handling and credit policies.
Being aware of all rates, packages and special promotions.
Communicating room's challenges/inventory concerns to front office team on a daily basis.
Serving as Front Office liaison with Sales and Convention Services to ensure successful execution of group arrivals.
Serving as Front Office liaison with Housekeeping and Engineering to manage and block guest rooms as necessary.
Being aware of closed out and restricted dates.
Managing discrepancies and queues quickly and efficiently.
Obtaining all necessary information when taking room reservations and following the rate-quoting scenario.
Being familiar with hospitality terminology.
Having knowledge of emergency procedures and assisting as needed.
Handling check-ins and checkouts in a friendly, efficient and courteous manner.
Having a complete understanding of House and guest room availability at all times.
Managing all Out of Order and Out of Service rooms.
Using proper two-way radio etiquette at all times when communicating with other employees.
Fully comprehending and being able to operate all relevant aspects of the Front Desk computer system.
Being able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
Balancing and preparing individual paperwork for closing of shift according to hotel standards.
Monitoring and actioning Nor1 eStandby upgrade requests with intent to maximize hotel revenue.
Monitoring and responding to guest feedback via RealTime feedback and any other necessary feedback forums.
Managing all Mobile Check In in timely and efficient manner.
Managing Airline assignments and applicable pre reg/pre key.
Maintaining a clean work area.
Assisting management team with rooms related projects.
Qualifications
Qualifications include:
Experience in a hotel or a related field required.
Experience with Opera required.
Customer Services experience required.
Computer experience required.
High School diploma or equivalent required.
College course work in related field helpful.
Flexible and long hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to occasionally stand during long periods of time.
Maintaining a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.
Benefits:- We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.
- Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance 401(k) Retirement Plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave (provided in accordance with applicable law)
- Employee assistance program (EAP)
- Educational opportunities / Tuition reimbursement
- Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
- For Employees Based in Washington:8 paid holidays per yearUp to 20 days of paid vacation per year, based on classification and length of service
- Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.
For Employees Based in Colorado:8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar yearUp to 20 days of paid vacation per year, based on classification and length of service6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.
For Employees Based in California:8 paid holidays per yearUp to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.
Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.**The above-referenced benefits do not apply to part-time positions
