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Rooms Controller

2 months ago

Tucson, United States Loews Hotels Full time

Relax and recharge at Loews Ventana Canyon Resort, a top choice among Arizona luxury resorts. Whether you explore the best of Tucson or enjoy the stunning Catalina Mountain range, you can consider us your desert oasis. Welcome to a Sonoran Escape for the Senses.

Oversees the friendly, professional, and efficient registration and account settlement of hotel guests commensurate with the demands of a world-class resort by providing support to the Front Desk Agents & Management. Serves as a liaison between the Front Office Agents, and Front Office Management, Housekeeping, and Engineering.

Essential Functions and Responsibilities

  • Oversees the friendly, professional, and efficient registration and check-out of hotel guests, including assisting the Front Desk during peak periods
  • Assists Front Desk Agents in satisfying guest requests and resolving guest complaints
  • Trained and skilled to perform all Front Desk, Reservations, and Star Service functions as needed based on operational demands
  • Prints occupancy, arrivals departures, and back-up reports on a timely basis
  • Reviews Specials Report for all arriving guests on a daily basis to ensure appropriate pre-blocking of rooms and to coordinate special services to be provided
  • Block relocated guests who will be returning to the hotel
  • Communicates all special requests to Housekeeping
  • Coordinates with Room Service to ensure accurate and timely amenity deliveries
  • Monitors and ensures completion of all room changes
  • Check for duplicate reservations on a daily basis
  • Monitors clearing of all due-outs, Express Checkouts, no-show's, Pre-Registered guests
  • Process applicable charges for late check-outs (12pm)
  • Checks the status of all Out-of-Order rooms on a daily basis
  • Monitors availability of showrooms for the Sales & Conference Management departments
  • Reviews group resumes to verify group billing procedures, VIP's and special requests
  • Responsible for conducting daily line-ups
  • Monitor arrivals to ensure that rooms are ready by check in time
  • Clear departures by working closely with Housekeeping Department
  • Ensure all guest departure calls are done a daily basis
  • Accurately report guest needs and problem resolution
  • May interact with customers in person, as well as other departments.
  • Must be able to handle multiple tasks at once with attention to detail
  • Ability to work independently
  • Excellent people skills.
  • Assist with the preparation of 'remote' and 'reserved' registration and check-out of groups
  • Prints group no-show, in-house, and arrivals report on a daily basis
  • Answers telephone expediently and addresses complaints, problems, special requests and non-related desk questions, making sure to log phone complaints and requests
  • Familiarity with daily hotel occupancy reports, status of available rooms, etc.
  • Monitor room category and bedding availability, up to three days in advance, in order to prevent overbooking
  • Monitors rollaway, microwave and other amenity requests up to seven days in advance in order to ensure availability, and accurate billing was completed
  • Monitor all Master accounts to ensure that they are checked-in and extended as required
  • Ensures adherence to all Loews Hotels Star Service standards
  • Other duties may be assigned as business demands
Supportive Functions and Responsibilities
  • Maintains clean and excellent condition of Rooms Control & Back Office area and equipment
  • Maintains proper stock of all supplies in Back Office Area
  • Executes emergency procedures in accordance with hotel standards
  • Notifies appropriate individuals and departments of any problems or unusual matters of significance
  • Attends all appropriate hotel meetings and training sessions
  • Is polite, friendly, and helpful to guests, employees, and management
  • Promotes and applies teamwork skills at all times
  • Complies with all hotel standards, policies, and rules
  • Complies with safety regulations and procedures
  • Remains current on hotel information and changes
Qualifications
  • Excellent communication skills - oral and written
  • Excellent guest service skills
  • Knowledge of computer programs utilized in property management
  • Able to work a flexible schedule, including weekends and holidays
Education:
  • Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills
Experience:
  • Minimum one year experience as Front Desk Agent at a comparable quality property