Rooms Controller

ArloHotelsan independent lifestylehotelis now actively seeking a dynamicRoom Controller.Are you someone whoispassionateaboutpeopledrivenby purpose andcleverin your approach Ifsokeep on reading!! Here atArlowe strive to create a sense of awe that leaves those we touch wantingmore..

Responsible for welcoming andassistingin setting the tone for a guests experience through the coordination and organization of the hotels guest room inventory and will act as a liaison between the Housekeeping Front Office and Revenue departmentregardingthe status and distribution of all guest rooms.

RESPONSIBILITIES AND AUTHORITIES:

• Always treat guests with courtesy and respect in a variety of situations

• Honesty & Integrity

• Connectswith guestson a daily basisprovidesexceptional customerserviceand creates memorable experiences

• Responds to guest complaints promptly and professionally.

• Reportsguest concerns or comments to the Front Desk Supervisor/Duty Manager

• Establishes and developslong termcustomer relationships providing value and profitability

• Enhances our guests stay by creating an inviting atmosphere

• Coordinates and multi-tasks job duties in an active environment

• Organizes guest room movies

• Controls inventory on sell-out days

• Supervisorsupgrades

• Handles VIP arrivals and information

• Assistat the front deskwithcheck-incheck-outand overall front deskoperationsduring peak business periods staffing shortages or as directed by hotel leadership.

• Answer incoming guest calls andassistwithinquires guest requests and service recovery as needed.

• Support monitoring of the DC Hosts email inbox ensuring guest requests operation communications andfollow up items are addressedin a timely manner.

SPECIFIC DUTIES

Room Inventory

• Block early arrivals special needs guests & VIPs

• Orchestrate room moves communicate &expediteguests waiting for rooms

• Review/Track/Accommodate requests for room/check-out changes when possible

• Review all group resumes & ensure allappropriate informationis communicated to employees

• Meet with Sales Coordinator & Revenue Mgr. daily

• Ensure VIP rooms and key packets; Site showrooms are all ready by 1PM or by theappropriate arrivaltime if known

• Approach all encounters with guestsemployeesand members in a professional and personalized manner

• Activelyparticipatesin daily briefings and meetings

• Ensures that the safety & confidentiality of all matterspertaining toguests and members are metin accordance withhotel standards

Reservations

• Confirm reservations and cancellations.

• Review out-of-order rooms daily.

• Ensure rates match market codes and document exceptions.

• Identifyany over-commitments.

• Perform duplicate reservation checks; block rooms.

• Complete Rooms Controller checklist.

• Coordinate pre-registration and pre-key preparation for groups with contracted pre-key services including airline crews and other designated groups.

• Use selling techniques to make reservations that support the properties selling strategies.

• Maximizes yield opportunities and meets revenue goals asestablishedby leadership.

• Assign suites specialty room types and ADArooms in advance

Analysis Duties

• Manage the processes associated with demand revenue forecasting opportunity analysis and inventory management. With hotel leadership and revenue management team implement hotel pricing strategy of transient and group business.

• Partner with marketing to drive direct business elevate reputation andidentifyfuture market opportunities and effectively communicate through the organization

• Ensure daily communication between Reservations and Front Officeregardinginventory and Group/Convention arrival

• Ensure that inventory - brand availability and overbooking parameters aremonitored.

• Ensure all FIT promotions are built properly in CRS

• Responsible for issuing stop sells when needed

• Building strong partnerships with internal customers and outside vendors

• Assist DRM to upload STR information through STR and internal report

• Build all rate codes and oversee Packages

• Possessing excellent communication and leadership skills and are a strong creative problem solver

• Proactive self-starter who can work well both independently and as part of a team

• You are confident andhave the ability tothink clearly and strategically on your feet and under pressure

• You love to negotiate and create win-win situations for customers owners and reservations team alike

REQUIREMENTS:

• Minimum ofHospitality Retail or Services related industries experience preferred

• Must be able to stand for periods of time (Up to 6 hours)

• Efficient in Computer and Typing Skills.

• Ability to lift 50lbs