Rooms Controller

Relax and recharge at Loews Ventana Canyon Resort, a top choice among Arizona luxury resorts. Whether you explore the best of Tucson or enjoy the stunning Catalina Mountain range, you can consider us your desert oasis. Welcome to a Sonoran Escape for the Senses.

Oversees the friendly, professional, and efficient registration and account settlement of hotel guests commensurate with the demands of a world-class resort by providing support to the Front Desk Agents & Management. Serves as a liaison between the Front Office Agents, and Front Office Management, Housekeeping, and Engineering.

Essential Functions and Responsibilities

• Oversees the friendly, professional, and efficient registration and check-out of hotel guests, including assisting the Front Desk during peak periods

• Assists Front Desk Agents in satisfying guest requests and resolving guest complaints

• Trained and skilled to perform all Front Desk, Reservations, and Star Service functions as needed based on operational demands

• Prints occupancy, arrivals departures, and back-up reports on a timely basis

• Reviews Specials Report for all arriving guests on a daily basis to ensure appropriate pre-blocking of rooms and to coordinate special services to be provided

• Block relocated guests who will be returning to the hotel

• Communicates all special requests to Housekeeping

• Coordinates with Room Service to ensure accurate and timely amenity deliveries

• Monitors and ensures completion of all room changes

• Check for duplicate reservations on a daily basis

• Monitors clearing of all due-outs, Express Checkouts, no-show's, Pre-Registered guests

• Process applicable charges for late check-outs (12pm)

• Checks the status of all Out-of-Order rooms on a daily basis

• Monitors availability of showrooms for the Sales & Conference Management departments

• Reviews group resumes to verify group billing procedures, VIP's and special requests

• Responsible for conducting daily line-ups

• Monitor arrivals to ensure that rooms are ready by check in time

• Clear departures by working closely with Housekeeping Department

• Ensure all guest departure calls are done a daily basis

• Accurately report guest needs and problem resolution

• May interact with customers in person, as well as other departments.

• Must be able to handle multiple tasks at once with attention to detail

• Ability to work independently

• Excellent people skills.

• Assist with the preparation of 'remote' and 'reserved' registration and check-out of groups

• Prints group no-show, in-house, and arrivals report on a daily basis

• Answers telephone expediently and addresses complaints, problems, special requests and non-related desk questions, making sure to log phone complaints and requests

• Familiarity with daily hotel occupancy reports, status of available rooms, etc.

• Monitor room category and bedding availability, up to three days in advance, in order to prevent overbooking

• Monitors rollaway, microwave and other amenity requests up to seven days in advance in order to ensure availability, and accurate billing was completed

• Monitor all Master accounts to ensure that they are checked-in and extended as required

• Ensures adherence to all Loews Hotels Star Service standards

• Other duties may be assigned as business demands

Supportive Functions and Responsibilities

• Maintains clean and excellent condition of Rooms Control & Back Office area and equipment

• Maintains proper stock of all supplies in Back Office Area

• Executes emergency procedures in accordance with hotel standards

• Notifies appropriate individuals and departments of any problems or unusual matters of significance

• Attends all appropriate hotel meetings and training sessions

• Is polite, friendly, and helpful to guests, employees, and management

• Promotes and applies teamwork skills at all times

• Complies with all hotel standards, policies, and rules

• Complies with safety regulations and procedures

• Remains current on hotel information and changes

Qualifications

• Excellent communication skills - oral and written

• Excellent guest service skills

• Knowledge of computer programs utilized in property management

• Able to work a flexible schedule, including weekends and holidays

Education:

• Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills

Experience:

• Minimum one year experience as Front Desk Agent at a comparable quality property