Rooms Controller

Description:

The Le Méridien & Sheraton Charlotte is seeking an engaged guest service oriented professional to join our team as a Rooms Controller. Rooms Controller will manage room availability standards and coordination across teams to consistently achieve high guest satisfaction results.

Responsibilities:

Reservations & Pre-Arrival Preparation

Create and manage reservations in Hotel Beds Hotel Tonight and Rocket Stay systems.

Review Canary daily and process all guest requests in a timely manner.

Verify that payment is correctly set up on all third-party reservations for arrivals within the next three (3) business days.

Prepare pre-key group envelopes assist with room blocking and create room keys on the day of group arrivals.

Guest Experience & Loyalty Program Management

Review GXP daily for guests arriving within the next three (3) days identifying actionable items such as birthdays anniversaries room upgrade or location requests.

Collaborate with AYS to create amenity requests and coordinate room deliveries for VIP and special-occasion guests.

Conduct a five (5) day advance review to upgrade eligible Bonvoy Elite Members ensuring their benefits are recognized and fulfilled.

Inventory & Occupancy Management

Partner with management five (5) days out to assist in balancing room types and inventory between both towers.

On oversold nights work closely with management to complete the oversell checklist maximizing occupancy while minimizing guest displacement (walks).

Operational Support

Act as the Front Office liaison between Housekeeping and Engineering ensuring room statuses are accurate and rooms are managed or blocked as necessary.

Assist in managing pending rooms to support timely availability for arriving guests.

Provide Front Desk support during peak periods including guest check-ins and check-outs.

Support:

Must have a comprehensive knowledge of the English language to effectively communicate with guests associates and vendors.

Ability to accurately report information.

Ability to scrupulously follow all StepStone and hotel policies and procedures.

Attend required meetings.

Personal Effectiveness:

Projects and assignments are completed thoroughly professionally and with care.

Adjusts to high-pressure conditions and is open to change.

Excellent organizational skills and attention to detail.

Ability to multitask and communicate effectively across departments.

Assumes responsibility for personal growth and development.

Conducts himherself (acts and dresses) professionally at all times; sets standards for all associates.

Communication:

Understands and communicates the StepStone Culture and core values.

Expresses ideas and conveys information clearly effectively and professionally.

Actively listens to others.

Conveys company information decision or problems to appropriate parties on a timely basis.

Works to resolve disagreements and is respectful of peers and co-workers.

Physical Requirements:

These are required of every associate.

Minimum lifting of 20 pounds.

Pushing bending stooping upward reaching manual dexterity.

Hearing writing typing.

Minimum pulling of 20 pounds.

Additional responsibilities:

Must have a comprehensive knowledge of all hotel departments and functions.

Previous hotel front office or reservations experience required; Rooms Controller or Front Office Supervisor experience preferred.

Strong working knowledge of Lightspeed and Marriott systems (GXP MARSHA etc.) preferred.

Must have a knowledge of applicable Federal state and local health safety and legal regulations.

Must have a knowledge of mathematical and computer skills.

High school education and relevant training and experience preferred.

Ability to timely obtain any required licenses or certificates.

CPR training required; first aid training preferred.

Additional language ability preferred.

Flexibility to work weekends holidays and varying shifts as needed.