Room Control Representative II
7 days ago
Teaneck
Summary: The Rooms Controller coordinates and processes group reservations, guest requests, and rooming list to ensure excellent guest service. Responsibilities • Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission and the White Lodging/brand basics. Understand the White Lodging Way., • Assist Front Desk leaders with credit report and follow-up., • Ensure proper handling of airline contract rooms (where applicable)., • Set up, process and finalize room blocking., • Prepare Express Check-ins., • Check trace file for arriving groups., • Interact with Sales Managers regarding the proper handling of their groups., • Interact with Housekeeping regarding VIP arrivals and expediting rooms., • Run necessary reports for shift., • Set up mailbox arrivals., • Check and verify reasons for all rooms out of service for maintenance., • Always answer telephone within three rings with a smile and answer calls using good listening and communications skills to secure the information necessary to ensure the guest has an excellent stay., • Check house count and establish selling position with shift manager; keep current throughout shift., • Pre-block special requests, packages, VIP, Frequent Stay suites, and members (Marriott Rewards, Hyatt Passport, Hilton Honors, etc.)., • Ensure all guaranteed room types and special requests are met., • Prepare coupons and other amenities for guests on special package rates., • Follow correct check-in/check-out procedures for all guests., • Ensure resume information is correct and set up correctly in PMS., • Be able to properly operate and explain TDD operation for guests., • When applicable, take same day reservations at desk. Know cancellation policies and walk procedures., • Ensure that all pre-registration and key packeting needs are met., • Ensure that the requirements for daily check lists are met., • Process and research Guaranteed No-Shows related to groups. Advise member of the Front Office leadership team how to handle such no-shows. Inform sales/event management of no shows., • Handle special event booking as assigned by management, including blocking, deposits, and tracking procedures., • Reinforce the suite booking process., • Communicate information accurately., • Have knowledge of room locations, types, building layout, and hours of operations., • Ensure security and confidentiality of all guest and hotel information and material., • Report maintenance issues., • Maintain a clean and orderly work area in accordance with hotel standards. Complete daily/weekly cleaning schedule., • Participate in daily preshift., • Utilize property Service Recovery/Defect Tracking processes., • Report unsafe conditions and suspicious activity to Loss Prevention/Management., • Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as needed. Use personal protective equipment., • Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints., • Promote teamwork and associate morale., • Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation, and hotel surroundings (i.e. mall, restaurants)., • Follow proper key control procedures., • Perform other duties as assigned Other Information COMPETENCIES • Job Knowledge, • Quality of Work, • Quantity of Work, • Guest Focus/Customer Service, • Reliability/Dependability, • Motivation/Initiative, • Flexibility/Adaptability, • Perseverance, • Organization Skills, • Effort, • Judgement/Problem Solving, • Cooperation/Teamwork SKILLS • Must pass certification quiz/test for position., • Proficient on computer functions including PMS, MARSHA, Passkey, Delphi, and MS Office. EDUCATION/EXPERIENCE • None required WORKING CONDITIONS • Lift, carry or otherwise move up to 10 lbs. regularly., • Lift, carry or otherwise move up to 50 lbs. occasionally with assistance., • Follow proper moving and lifting procedures identified in Departmental Orientation Handbook., • Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear. FULL TIME BENEFIT OVERVIEW • Medical, Dental, and Vision, • Life Insurance, • Employee Assistance Program (EAP), • 401(k), • Vacation and Paid Time Off (PTO), • Tuition Reimbursement, • Complimentary and Discounted Rooms Location Code: 2505