Rooms Controller / PBX

Company Overview:

Performance Hospitality is a lifestyle hotel management company committed to providing outstanding service to our guests! We manage a variety of branded, independent hotels in major US markets. We take pride in our ability to deliver exceptional guest and associate experiences by focusing on inspiring individuals through a thoughtful delivery of self-expression hospitality. We believe that providing innovative, cutting-edge practices, along with transparent communications, is a fundamental part of our commitment.

Purpose:

The PBX / Rooms Controller is responsible handling room block monitoring, rooming lists, reporting pick up, VIP and upgraded accommodations, client correspondence relating to reservations and other group reservation functions. Booking information into the Property Management System, handles inquiries regarding reservations.

Essential Functions:

• Welcome and acknowledge all guests according to company standards.
• Assign room according to guest request and preferences whenever possible; Accommodate requests for room changes when possible.
• Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Maintain and update database containing preferences of repeat and VIP guests. Identify any over-commitments by room type (e.g., bedding, view, size).
• Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff; Confirm reservations and cancellations.
• Activate room keys. Secure valid payment. Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Receive, record, and relay messages accurately, completely, and legibly. Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Review out-of-order rooms daily to determine status and estimated date for return to room inventory. Review requests for late check-outs and approve according to occupancy.
• Ensure rates match market codes and that any exceptions are documented and include an explanation. Perform duplicate reservation checks. Confirm reservations and cancellations.
• Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs.
• Ensure rates match market codes and document exceptions. Identify any over-commitments.
• Communicate to appropriate staff that there are guests that are waiting for an available room. Perform duplicate reservation checks.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Follow all company policies and procedures. Anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.

Qualifications:

High School Diploma or equivalent. Minimum of one (1) year Luxury/Lifestyle hotel experience preferred.