CoralTree Hospitality

Rooms Controller - Front Office (Full Time)

Job Locations US-CA-Rancho Palos Verdes
ID 2022-1839
Category
Guest Services
Position Type
Regular Full-Time

Overview

Work directly with the Front Desk Team to block and coordinate guest room assignments in order to maximize room revenue and efficiencies based on guest arrival and departure patterns. In addition, work closely with Sales Managers and Conference Services Managers regarding the proper handling of groups, interacting with Housekeeping and Engineering regarding VIP arrivals and running various reports as needed.

Responsibilities

  • Maintain high standards of personal appearance and grooming, which include wearing the proper attire/uniform and name badge when working
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
  • Resolve guest opportunities, ensuring satisfaction
  • Document all guest requests, opportunities and challenges on guest’s profile in Opera
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas
  • Maintain complete knowledge at all times of:
    • all hotel features/services, hours of operation
    • all room types, numbers, layout, decor, appointments and location
    • all room rates, special packages and promotions
    • daily house count and expected arrivals/departures
    • room availability status for any given day
    • scheduled daily group activities
  • Meet with Front Office Manager to review daily assignments and priorities.
  • Monitor special request and assign rooms accordingly.
  • Block and pre-assign all arriving reservations, giving priority to VIPs; seek authorization from Front Office Leadership if rooms are taken out of service to protect early arrivals
  • Oversee room inventory and ensure proper blocking strategies are in place, balancing room types to enhance revenues.
  • Send daily VIP and trace report to all necessary departments.
  • Maintain and clear the queue in Opera, notifying guest via Go Concierge or Runtriz of room readiness.
  • Review prior night reports and reinstate no-shows and follow-up accordingly with Front Desk Manger, group planner and GRC if necessary.
  • Manage Out of Order and Out of Service room’s inventory, following up with departments such as Housekeeping, Engineering, and Front Desk and updating Front Office Leadership.
  • Coordinate and follow up with housekeeping and Front Desk team to ensure all due outs are clear by Resort’s check out time and/or guaranteed check out time.
  • Have a thorough understanding of hotel occupancy trends
  • Appropriately protect confidential guest information and guest key access
  • Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making changes to guest reservations, i.e. upgrading guests
  • Work closely with Front Desk Manager and Ownership Services for oversold strategies
  • Be the point of contact between the Front Desk and Conference Services Managers to handle last minute changes and group arrangements
  • Audit accuracy of group set-up in Opera against resume for rate rules, routing and other group related items
  • Set alerts and traces for groups with special concessions, i.e. welcome envelopes and vouchers

Qualifications

  • Developed computer proficiencies with Opera highly preferred.
  • Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
  • Strong organization, motivation, and interpersonal skills.
  • Critical thinking, problem solving, judgement and decision making abilities.
  • Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
  • Detailed oriented and strong organizational and multi-tasking skills.
  • Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Does not show frustration when dealing with upset guests or associates.
  • Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
  • Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
  • Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.
  • Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.

Experience, Education, & Licensure:

  • High school diploma or equivalent
  • Completion of College Level courses with concentration in Business or Hospitality is strongly desirable.
  • Five (5) or more years’ experience in the Hospitality Industry; preferably in Front Office/Rooms Division.
  • Certification in CPR highly preferred
  • Previous guest relations training

Miscellaneous Skills:

  • Familiarization of the following computer programs is a plus: GoConcierge, Opera, SpaSoft, EzLinks, OpenTable, HotSos, Microsoft Office, Runtriz, FareHarbor and Chip and Pin credit card machines.

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