Rooms Controller

About This Role

Rooms Controllers are responsible for assigning rooms based on guest requests and preferences, managing pre-registrations, and coordinating group check-ins. This role involves ensuring guest satisfaction by tracking and accommodating room changes, confirming reservations, and resolving any issues.

Responsibilities

• Assign rooms according to guest request and preferences whenever possible
• Pre-register designated guests and prepare key packets
• Organize and coordinate check-in/pre-registration procedures for arriving groups
• Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff
• Confirm reservations and cancellations
• Review out-of-order rooms daily
• Ensure rates match market codes and document exceptions
• Verify and adjust billing for guests
• File guest paperwork or documentation
• Set up/process all guest check-ins/check-outs
• Activate room keys
• Secure valid payment
• Identify any over-commitments
• Perform duplicate reservation checks; block rooms
• Run daily reports
• Follow up with guests to ensure their requests or problems have been met to their satisfaction
• Receive, record, and relay messages accurately, completely, and legibly
• Follow all company policies and procedures
• Ensure uniform and personal appearance are clean and professional
• Maintain confidentiality of proprietary information
• Protect company assets
• Welcome and acknowledge all guests according to company standards
• Anticipate and address guests’ service needs
• Assist individuals with disabilities
• Thank guests with genuine appreciation
• Speak with others using clear and professional language
• Prepare and review written documents accurately and completely
• Answer telephones using appropriate etiquette
• Coordinate tasks and work with other departments
• Serve as a departmental role model
• Develop and maintain positive working relationships with others
• Support team to reach common goals
• Comply with quality assurance standards
• Stand, sit, or walk for an extended period of time
• Enter and locate information using computers and/or POS systems
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
• Perform other reasonable job duties as requested by Supervisors

Requirements