Experienced Hotel Rooms Controller

Summary

The Rooms Control Agent reviews, tracks and accommodates the travel patterns of guests who regularly book reservations with our hotel. The Rooms Control Agent also coordinates the resources to provide the guest with a positive experience. The individual coordinates the handling of guest preferences with hotel associates, organizes room arrangements with housekeeping staff and follow-up with guests to gauge their overall satisfaction with the hotel experience.

Essential Functions

To perform the Rooms Control Agent position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

• Greet, register and assign rooms to guests
• Issue room key and escort instructions to bellman
• Date stamp, sort and rack incoming mail and messages
• Transmit and receive telephone messages
• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions
• Keep records of room availability and guests' accounts
• Compute bill, collect payment and make change for guests
• Make and confirm reservations
• Post charges such as room, food, liquor, or telephone payments to ledger
• Support the Front Desk Agents and the Front Desk Managers
• Stay on the lobby giving directions to guests
• Block the house according to their special requests
• Assist guests with any issues
• Check guests in and out
• Other duties as assigned

Competency

To perform the Rooms Control Agent position successfully, an individual should demonstrate the following competencies:

• Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments
• Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others
• Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics
• Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others and try new things
• Oral Communication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings
• Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members
• Written Communication - Write clearly and informatively; edit and proof work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information
• Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcomes resistance; prepare and support those affected by change; monitor transition and evaluate results
• Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision
• Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce
• Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel’s values
• Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support hotel’s goals and values; benefit hotel through outside activities; respect diversity
• Strategic Thinking - Develop strategies to achieve hotel’s goals; understand hotel’s strengths & weaknesses; analyze market and competition; identify external threats and opportunities; adapt strategy to changing conditions
• Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events
• Attendance and Punctuality - Consistently arrive at work on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time
• Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan
• Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and takes advantage of opportunities; ask for and offer help when needed
• Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention
• Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explains reasoning for decisions; include appropriate people in decision-making process; make timely decisions
• Motivation - Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals
• Planning and Organizing - Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans
• Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments
• Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality
• Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly
• Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly

Qualifications

The requirements listed below are representative of the knowledge, skills, and abilities required for an individual to successfully perform the duties and responsibility of Rooms Control Agent position:

Language Ability

· Effectively communicate and interact in English with people from diverse backgrounds

· Read and comprehend simple instructions, short correspondence and memos

· Write routine reports and correspondence

· Speak effectively before groups of customers or associates of the Hotel

Math Ability

· Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals

· Compute rate, ratio and percent

· Draw and interpret bar graphs

Reasoning Ability

· Apply common sense understanding to carry out instructions furnished in written, oral or diagram form

· Deal with problems involving several concrete variables in standardized situations

Computer Skills

• Working knowledge of word processing preferably Microsoft Word
• Working knowledge of spreadsheet software preferably Microsoft Excel
• Working knowledge of internet software
• Working knowledge of Opera PMS database software

Work Environment

• The noise level in the work environment is usually moderate
• The position is located indoors in an office setting where the temperature settings are controlled

Physical Demands

• Regularly stand, sit, talk or hear
• Frequently use hands to fingers, handle or feel
• Safely navigate multiple flights of stairs

Position Status and Availability

· Available to work a full-time, flexible (AM or PM) shift, Monday – Sunday including holidays

Education and Experience

· A high school diploma or general education degree (GED)

· At least one (1) year of customer service experience in hospitality

· At least one (1) year of front desk or front office experience

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Food provided
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Afternoon shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Night shift

Work Location: In person

Salary : $15