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Rooms Controller

3 months ago

Dana Point, California, United States Waldorf Astoria Monarch Beach Full time
The award-winning Forbes 4-Star and AAA 5-Diamond Waldorf Astoria Monarch Beach Resort & Club is looking for a Rooms Controllerto join the Front Office Team

Located in the beautiful coastal town of Dana Point adjacent to Laguna Beach, this town played an iconic role in the emergence of California's surf culture and today is celebrated for its laid-back vibe and fun, active lifestyle.

The resort is perched on 175 acres atop a 150-foot seaside bluff with over 400 rooms, 115,000 square feet of indoor and outdoor meeting space, and 8 food and Beverage outlets. This includes 4 restaurants, a beach club, lounge, marketplace, and IRD.Classification: Full-Time
Shift: Various – must have availability to work weekends, weekdays, and holidays.

Want to learn more?Hotel Website, Facebook, Instagram

What will I be doing?

The Rooms Controller will act as the main point of contact for Front Desk across interdepartmental partnership. They will also act as a leader within the department to our internal and external guests. This will include but are not limited to the below:

Front Desk:
Assist the front desk when additional support is needed
Able to maximize room revenue and availability by assigning rooms accordingly
Answer telephone inquiries in a professional manner assisting all (internal/external) guests
Complete a daily Rooms Control Checklist
Items to be added and removed from checklist as needed
Digital Key Review
Arrival Communication
Reservation upkeep and folio integrity
Upsell Review
Preparation Efforts for Following Day

Additional Front Desk:
Action requests through FD Inquiry email and FD Inquiry List
Action requests through Microsoft Teams Chats
The Front Desk Chat
Reservations/Front Desk
Rooms Division Ops (FD/Housekeeping)
In Room Dining/Front Office
SP /Reservations/Fd
Respond to Kipsu Messages
Maintain 5 minute response time

Assist with additional checklist items
High Balance
Declined Credit Cards
Disputed Charges House Account (H1090)
Reservation Credit Application

Interdepartmental Partnership:Housekeeping:
Consistent communication with Housekeeping regarding room status and discrepancies
Action pending rooms in an efficient and productive manner to minimize guest wait time

Engineering:
Consistent communication with Engineering regarding room condition
Maintain Out of Order rooming list to control room availability

VIP
Work closely with Reservations/Revenue Management, Commercial, Housekeeping, Engineering and Executive Offices to ensure VIP guests and their room accommodations are highlighted

Group
Utilize group resumes to assign group guests to proper room types
Ensure that reservation modification requests are actioned in a timely manner
Assist in group billing accuracy

In Room Dining
Coordinate with In Room Dining to ensure proper room allocation for amenities
Fireside Terrace Amenity
Guest Celebration Amenity
Guest Recovery Amenity

Supportive Functions: In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel. Application of advanced computer literacy to create and merge form documents, create mailing lists and labels as well as the utilization of various software packages, including Microsoft Word, Excel, Outlook and Infor for HMS. Operation of numerous business machines to include Facsimile, 10-Key calculator, and various copiers and printers. Provide additional administrative assistance as directed. Specific Job Knowledge, Skills, Abilities: Must be able to explain and perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities. The following are required: Speak, read, write and understand the primary language(s) used in the workplace
Demonstrate professional and efficient communication skills, both verbal and written
Possess basic computer skills, including Microsoft Office
Excellent interpersonal and sales-related skills
Exceptional organizational skills
Ability to handle multiple tasks and projects daily
Typing requirement of at least 50 words per minute
Can work independently with little or no supervision
RequirementsWhat are we looking for? Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values: Hospitality - We're passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We're leaders in our industry and in our communities.
Teamwork - We're team players in everything we do.
Ownership - We're the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes: Quality
Productivity
Dependability
Customer Focus
Adaptability
What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all

The Benefits – Hilton is proud to have an award-winning workplace culture ranking #1 World's Best Workplace by Great Place To Work & Fortune We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

Access to your pay when you need it through DailyPay
Medical Insurance Coverage – for you and your family
Mental Health Resources
Best-in-Class Paid Time Off (PTO)
Go Hilton travel discount program
Supportive parental leave
Matching 401(k)
Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
Career growth and development
Team Member Resource Groups
Recognition and rewards programs
*Available benefits may vary depending upon property-specific terms and conditions of employment. #LI-JS3 Source: Hospitality Online