Rooms Controller

DUTIES & FUNCTIONS (See physical requirements section for more information)

• Answer all telephone lines in the reservation department promptly and courteously.

• Input rooming lists, group status sheets and other information pertaining to upcoming groups by typing into computer

terminal.

• Understand customer's needs and provide them with personalized solutions by suggesting activities and facilities provided

by the hotel.

• Provide accurate information pertaining to hotel activities and layout.

• Maintain open communication with Guest Services and sales staff.

• Input reservations in a timely manner.

• Reconcile arrivals list from Portfolio and GDS.

• Process confirmations; post advance deposits daily to the proper account and complete transaction audits.

• Maintain current information and knowledge on packages, room rates, holiday packages and sales promotions.

• Research travel agent commissions.

• Upsell goods and services offered by the hotel.

• Fill in and support coworkers and team as needed to ensure efficient operation.

• Make profit improvement recommendations to the Front Office Manager.

• Perform duties, special assignments and projects as requested by management.

QUALIFICATION STANDARDS

General Requirements

• Ability to attend to guests, associates and management in an attentive, friendly, courteous and service oriented manner

which requires strong customer service as well as written and oral communication skills.

• Must be able to speak, read, write and communicate in English to adequately perform the duties of the job.

• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

• Must be able to multitask and prioritize to meet deadlines.

• Attend all hotel required meetings and trainings.

• Must be able to maintain confidentiality of information.

• Must be able to show initiative, including anticipating guest or operational needs.

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/attire and

nametag.

• Comply with company, hotel and brand standards and regulations to encourage safe and efficient hotel operations.

• Employee must be able to maintain standards of attendance and punctuality and must be able to work varying schedules

that include evenings, weekends, holidays and extended hours as business dictates.

Education & Experience:

• High School diploma/GED or equivalent education/experience required.

• 6+ months of customer service experience required.

• Proficiency in Microsoft office and hotel property management systems required.