What are the responsibilities and job description for the Rooms Controller - Hilton Norfolk The Main position at Professional Hospitality Resources, Inc. and Ocean Beach Club LLC?
Overview
The Rooms Controller ensures proper operation of the communication hub. The Rooms Controller is responsible to train, supervise and provide ongoing coaching and talent development as well as complete annual evaluations. Work diligently to accommodate guest request, manage group room blocks and reservations and seating for all F&B outlets and/or events .Updates and maintains the reservation system with inventory and promotional changes. Generates and monitors daily, weekly and monthly reports.
Responsibilities
Level One
- Take in-bound telephone reservations in a professional, consultative manner on as needed basis
- Assist Manager in handling any guest and /or associates requests and/or complaints in a tactful manner and resolutions
- Ensure coding on all reservations is correct, deposits and payments from wholesalers, internet reservations, groups, etc. are posted pre-arrival call
- Balance room inventory levels when necessary to maximize occupancy and average rate
- Monitor and compile daily, weekly and monthly reports and communicate as required to internal and/or corporate support partners
- Manages inbound call activity and call routing
- Respond to billing questions
- Manages reservations and seating for all F&B outlets and/or events take in-room dining requests and forward to room service
- Responsible for fulfilling cross departmental change requests
- Demonstrate and reinforce proper procedures
- Input work order/guest requests
- Daily reconciliation on incomer journal
- Function as GSA as needed
- Maintain compliance with the Reservations Operating Plan
- Monitor performance and give feedback according to the established Reservations Operating Plan
- Train, supervise and provide ongoing coaching and talent development as well as complete annual evaluations for the reservation & PBX associates.
- Process Group Booking Recaps, group and transient reservations , any revisions, and group rooming lists
- Monitor group blocks and cut off dates and communicate with Sales Managers via weekly Group Rooms meeting
- Manages inbound call activity, call center applications
- Implements and supports the company’s sales techniques, marketing and revenue management strategies
- Ensures compliance to sales script in order to provide the necessary information to each caller in a consistent manner
- Review and monitor mystery shop calls
- Verify and process third party commissions
Qualifications
TypeQualificationEducationHigh School Diploma or equivilent required.ExperienceMinimum of 6 months experience as a front desk clerk or 1 years experience in a customer service setting.SkillInteracts well with people face to face as well as over the phone.SkillAbility to multi taskSkillComputer literate
