Rooms Control Specialist
2 weeks ago
Position Overview:
The Rooms Control Specialist is accountable for managing all group and individual guest bookings within the Springer Miller system. This role involves overseeing the inventory of available rooms, accommodating special requests, reserving specialty suites, and coordinating arrangements for long-stay guests and VIPs. During peak occupancy periods, the specialist collaborates with the Front Office to manage 'rooms not ready' situations effectively.
The position requires close cooperation with the Housekeeping Department to optimize the turnaround time for room availability. The Rooms Control Specialist is responsible for blocking short stays in the inventory and utilizing the General Availability screen to preemptively identify potential inventory challenges. This role also supports Front Desk operations by assisting during busy arrival times and managing communication through telephones and Zingles.
Additionally, the specialist is tasked with ensuring that Zingle messages and templates are current and accurate. Coordination of amenity deliveries with Guest Suite Dining is essential, as is maintaining the 'do not move' status for rooms in the Springer Miller system. The specialist also contributes to the daily 'T.I.G.S.' (Today in Guest Service) report, ensuring vital group information is communicated effectively to both the Bell Desk and Front Desk.
Key Responsibilities:
During high-traffic arrival periods when rooms are not immediately available, the Rooms Control Specialist will:
- Assume complete control of the Rooms Control process in the absence of the Rooms Controller.
- Maintain the Housekeeping Queue and prioritize room check-ins based on time and VIP status.
- Collaborate with the housekeeping dispatcher to manage urgent room requests, ensuring guests are checked in promptly as rooms become available.
- Handle all incoming phone calls and Zingles to alleviate pressure on Front Desk agents.
Qualifications:
Education: A High School Diploma or equivalent is required; a college degree is preferred.
Experience: Previous experience in the hospitality industry is advantageous.
Skills and Competencies:
- Ability to make swift and effective decisions that benefit the organization, team, and guests.
- Proficiency in memorizing and executing Grand Service Standards.
- Capability to navigate a moderately complex computer system and troubleshoot software issues.
- Competence in performing accurate mathematical calculations using a calculator.
Personal Attributes:
- Demonstrates ethical behavior.
- Communicates clearly and effectively, both verbally and in writing.
- Maintains a professional appearance in line with the standards of a luxury resort.
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