Controller Rooms

About the Role

Key Responsibilities

• Assign rooms based on guest requests and preferences, when feasible.
• Pre-register designated guests and prepare key packets.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Review, track, and accommodate requests for room/check-out changes, communicating status to relevant staff.
• Confirm reservations and cancellations.
• Review out-of-order rooms daily and ensure rates align with market codes, documenting any exceptions.
• Verify and adjust guest billing, and file guest paperwork or documentation.
• Set up and process all guest check-ins/check-outs, activate room keys, and secure valid payment.
• Identify any over-commitments, perform duplicate reservation checks, and block rooms.
• Run daily reports and follow up with guests to ensure satisfaction with requests or problem resolution.
• Receive, record, and relay messages accurately, completely, and legibly.
• Operational Standards and Guest Services
• Adhere to all company policies and procedures, ensuring a clean and professional uniform and personal appearance.
• Maintain confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipating and addressing service needs.
• Assist individuals with disabilities and thank guests with genuine appreciation.
• Communicate using clear and professional language, prepare and review written documents accurately, and answer telephones with appropriate etiquette.
• Team Collaboration and Professional Conduct
• Coordinate tasks and collaborate effectively with other departments.
• Serve as a departmental role model, developing and maintaining positive working relationships with colleagues.
• Support the team in achieving common goals and comply with quality assurance standards.
• Physical Requirements and General Duties
• Ability to stand, sit, or walk for extended periods.
• Proficiency in entering and locating information using computers and/or POS systems.
• Capability to 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.

Qualifications and Experience

• Candidates should possess 0-1 years of relevant experience. The role requires a proactive approach to guest services and strong organizational skills to manage room assignments and guest requests efficiently.