Rooms Controller

Job Description

Job Description

Job Title: Rooms Controller

Reports To: Director of Guest Services

Summary: The Rooms Controller is primarily responsible for room inventory to maximize selling opportunities at our Front Desk. This includes assigning room blocks for groups, guest preferences and our affiliate vacation rental units. The Front Office relies on the Room Controller’s ability to manage the inventory and analyze reports. This role has a direct impact on guest fulfillment with room accommodations. Individuals in this role must also assist in the guest registration process, our PBX lines and our texting platform. The Rooms Controller is also a point of contact for our affiliate vacation rental teams and owners.

**Hourly rate commensurate with experience.

Essential Duties and Responsibilities

• Input reservations from affiliate vacation rental PMS to Emerald Grande PMS, including last minute reservations and cancelations.
• Using excel, ensure back-to-back efficiency of units with no oversell for vacation rentals on a consistent two-week out basis
• Block group rooms, special requests and accommodations on all units and hotel rooms
• Keep front desk staff, including management, informed of any oversells, challenges, special accommodations unmet, etc.
• Check reservations listed on group resumes to ensure reservations dates, billing and room blocks are accurate in the PMS system
• Assist owners with rooming issues, requests, upgrades or room move in accordance with affiliate policies and procedures
• Monitor reservations to limit room moves and ensure owners and guests are in correct room type.
• Efficiently operate affiliate PMS and on site PMS
• Being a source of information to guests on various matters such as transport and restaurant advice.
• Assist at Front Desk when needed for check ins and check outs.
• Promptly answer front office phones and text messages with positive, clear and professional intent. Handle all requests and problems and when needed and delegate special requests to appropriate persons or departments.
• Assist in maintaining out of order & out of service rooms with engineering and housekeeping and affiliate personnel
• Stay abreast of current and upcoming events and disseminate accurately to callers and guests.
• Communicate with the housekeeping and maintenance departments for updates on clean and working rooms.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty with confidence. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Knowledge, Skill and Ability Requirements

• Critical thinking and problem-solving skills
• Highly computer literate with proficiency in MS Office and related business and communication tools
• Fantastic organizational and time management skills
• Strategic and creative mindset
• Meticulous attention to detail
• Exceptional interpersonal, written and verbal communication skills.
• Conflict resolution experience, patience, and good listening skills.
• Excellent Customer Service Skills.
• Effectively communicate with guests, owners, and employees via face to face, written or phone.
• Ability to self-pace and work with little to no supervision.
• Self-starter who works independently.

Education and Experience

• Condo and/or timeshare unit rental program experience preferred
• A minimum of 3 years’ experience in hospitality, front desk operations, or related field

Key Competencies

Key Competencies include strong work ethic, attention to detail, ability to self-pace, problem analysis and solving, excellent communicator, confidentiality, and integrity. Adhering to our Core Values includes being guest-centric, teamwork, respect, pro-active, accountable, learning, and sustainable.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple and/or complex correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate and ratio. Can fully utilize Excel to create formulas, pivot tables, etc., as needed.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Other Qualifications

Availability Open and operational seven days a week. Employee may be asked to work longer days or over the weekend upon occasion.

Rules and Regulations All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s Safety Policy.

Language Skills Must be able to speak, read, write, and comprehend the English language. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to speak effectively before groups of customers or employees of organization.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.