Rooms Controller

4 weeks ago

Newport Beach, United States Pyramid Global Hospitality Full time
Property

About Us

At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company

Location Description

At the Renaissance Newport Beach we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at the Renaissance Newport Beach can mean for you

Overview

Full Job Description: Rooms Control

Job Description

  • Greet residents and provide general assistance to visitors, prospective residents, and families.
  • Answer telephone calls.
  • You may be asked to ensure the safety of the residents and property by monitoring surveillance cameras, door alarms, life safety systems, building alarms and investigating any unusual activity.
  • Process reports for such things as work orders, incidents and concerns.
  • You will receive packages, plants, prescription drugs, etc. and deliver or hold as requested.
  • Maintain the sign in/out log for the issuance of community keys, and gate passes.
  • You will assist other departments with administrative functions.
  • Ensure that resident/family/employee concerns receive timely response and follow up, thus striving to provide a high level of customer satisfaction.
  • Maintain a positive and professional demeanor toward all residents, visitors and co-workers.
JOB OVERVIEW:

Assign room according to guest request and preferences whenever possible.

DUTIES AND RESPONSIBILITIES:
  • Welcome guests in a friendly, prompt and professional manner.
  • Pre-register designated guests and prepare key packets.
  • Organize and coordinate check-in/pre-registration procedures for arriving groups.
  • Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
  • Confirm reservations and cancellations.
  • Review out-of-order rooms daily. Ensure rates match market codes and document exceptions.
  • Verify and adjust billing for guests.
  • File guest paperwork or documentation.
  • Set up/process all guest check-ins/check-outs.
  • Activate room keys.
  • Secure valid payment.
  • Identify any over-commitments.
  • Perform duplicate reservation checks; block rooms.
  • Run daily reports.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Provide warm, knowledgeable assistance to guests to ensure an effortless and memorable experience.
  • Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
  • Up-sell rooms where possible to maximize hotel revenue.
  • Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
  • Issue, control and release guest safe-deposit boxes.
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
  • Balance the Room Inventory, download all new reservation from Reservation System
  • Report Room Inventory overbooking to MOD
  • Review GXP Dashboard and address cases directly involving reservations, same day booking, ambassador and running guest service reports.
  • Manage airline crew such as American Airline booking, blocking, rooming list, signing sheet daily.
  • Attend weekly Revenue call.
  • Attend weekly Department Leadership meeting.
  • Able to work at the Front Desk to support the team as needed on Supervisor capacity.
  • Promote team work and quality service through daily communications and coordination with other departments.
  • Perform other duties as assigned to provide genuine hospitality and to meet the Marriott/Renaissance Brand standard.
  • Follow the principles of CARE and the Four Disciplines of Associate Success
Requirements

Qualifications and Requirements:

High School diploma or equivalent. Basic accounting skills recommended. Microsoft Office recommended. Excellent communications skill, strong knowledge of the local area and the desire to help and assist others. Background in Front Desk, customer service, and /or hospitality is preferred. Other languages preferred.

This job requires ability to perform the following:
  • Frequently standing up behind the desk and front office areas
  • Carrying or lifting items weighing up to 15 pounds
  • Handling objects, products and computer equipment
  • Use a keyboard to operate various property management and reservations systems, etc.
Essential:
  • Communication skills are utilized a significant amount of time when interacting with guests and employees.
  • Reading and writing abilities are utilized often.
    Basic math skills are used frequently.
  • Problem solving, reasoning, motivating and training abilities are often used.
  • Must be available to work nights, weekends, and/or holidays.


STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Qualifications

PHYSICAL DEMANDS

Most work tasks are performed indoors and at a desk. Must be able to sit at a desk for up to 8 hours per day. Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. Must be able to lift up to 15 lbs. occasionally. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

Compensation Range

The compensation for this position is $24.00/Hr. - $25.00/Hr. based on qualifications and experience.

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