What are the responsibilities and job description for the Rooms Control Agent position at Renaissance Las Vegas Hotel?
Job Summary
We are seeking a Rooms Controller Agent to increase guest preference of our hotel and Highgate Hotels brand. The successful candidate will assign hotel rooms to guests based on their reservation and unique requests and preferences.
About Us
Highgate is a leading real estate investment and hospitality management company. We are recognized as an innovator in the industry, with a proven record of developing bespoke lifestyle hotel brands and legacy brands.
Responsibilities
- Answer incoming calls professionally and courteously
- Assist callers with needs and requests without transferring whenever possible
- Monitor and manage hotel Room Type inventory
- Answer guest inquiries about hotel services and facilities
- Run and complete credit limit report daily
- Review Guest Arrivals and Trace File daily
- Fulfill guest requests and preferences
- Follow all cash handling and credit policies
- Be aware of all rates, packages and special promotions
- Communicate room's challenges/inventory concerns to front office team
- Serve as Front Office liaison with Sales and Convention Services
- Serve as Front Office liaison with Housekeeping and Engineering
- Manage discrepancies and queues quickly and efficiently
- Handle check-ins and checkouts in a friendly and courteous manner
- Have a complete understanding of House and guest room availability
- Manage Out of Order and Out of Service rooms
- Use proper two-way radio etiquette when communicating with other employees
- Fully comprehend and operate all relevant aspects of the Front Desk computer system
- Perform and complete all tasks and duties on the shift checklist
- Balance and prepare individual paperwork for closing of shift according to hotel standards
- Monitor and action Nor1 eStandby upgrade requests to maximize hotel revenue
- Respond to guest feedback via RealTime feedback and any other necessary feedback forums
- Manage Mobile Check In in a timely and efficient manner
- Manage Airline assignments and applicable pre reg/pre key
Qualifications
- Experience in a hotel or related field required
- Experience with Opera required
- Customer Services experience required
- Computer experience required
- High School diploma or equivalent required
- College course work in related field helpful
