Rooms Control Representative
White Lodging, Austin, TX, United States
Description
Position Information
Location: JW Marriott Austin Summary: The Rooms Controller coordinates and processes group reservations, guest requests, and rooming list to ensure excellent guest service. Responsibilities: • Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission and the White Lodging/brand basics. Understand the
White Lodging Way. • Assist Front Desk leaders with credit report and follow-up. • Ensure proper handling of airline contract rooms (where applicable). • Set up, process and finalize room blocking. • Prepare Express Check-ins. • Check trace file for arriving groups. • Interact with Sales Managers regarding the proper handling of their groups. • Interact with Housekeeping regarding VIP arrivals and expediting rooms. • Run necessary reports for shift. • Set up mailbox arrivals. • Check and verify reasons for all rooms out of service for maintenance. • Always answer telephone within three rings with a smile and answer calls using good listening and communications skills to secure the information necessary to ensure the guest has an
excellent stay. • Check house count and establish selling position with shift manager; keep current throughout shift. • Pre-block special requests, packages, VIP, Frequent Stay suites, and members (Marriott Rewards, Hyatt Passport, Hilton Honors, etc.). • Ensure all guaranteed room types and special requests are met. • Prepare coupons and other amenities for guests on special package rates. • Follow correct check-in/check-out procedures for all guests. • Ensure resume information is correct and set up correctly in PMS. • Be able to properly operate and explain TDD operation for guests. • When applicable, take same day reservations at desk. Know cancellation policies and walk procedures. • Ensure that all pre-registration and key packeting needs are met. • Ensure that the requirements for daily check lists are met. • Process and research Guaranteed No-Shows related to groups. Advise member of the Front Office leadership team how to handle such no-shows. Inform sales/event management of no
shows. • Handle special event booking as assigned by management, including blocking, deposits, and tracking procedures. • Reinforce the suite booking process. • Communicate information accurately. • Have knowledge of room locations, types, building layout, and hours of operations. • Ensure security and confidentiality of all guest and hotel information and material. • Report maintenance issues. • Maintain a clean and orderly work area in accordance with hotel standards. Complete daily/weekly cleaning schedule. • Participate in daily preshift. • Utilize property Service Recovery/Defect Tracking processes. • Report unsafe conditions and suspicious activity to Loss Prevention/Management. • Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as needed. Use personal protective equipment. • Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints. • Promote teamwork and associate morale. • Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation, and hotel surroundings (i.e. mall, restaurants). • Follow proper key control procedures. • Perform other duties as assigned
Other information: COMPETENCIES • Job Knowledge • Quality of Work • Quantity of Work • Guest Focus/Customer Service • Reliability/Dependability • Motivation/Initiative • Flexibility/Adaptability • Perseverance • Organization Skills • Effort • Judgement/Problem Solving • Cooperation/Teamwork
SKILLS • Must pass certification quiz/test for position. • Proficient on computer functions including PMS, MARSHA, Passkey, Delphi, and MS Office.
EDUCATION/EXPERIENCE • None required
WORKING CONDITIONS • Lift, carry or otherwise move up to 10 lbs. regularly. • Lift, carry or otherwise move up to 50 lbs. occasionally with assistance. • Follow proper moving and lifting procedures identified in Departmental Orientation Handbook. • Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.
Location: JW Marriott Austin Summary: The Rooms Controller coordinates and processes group reservations, guest requests, and rooming list to ensure excellent guest service. Responsibilities: • Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission and the White Lodging/brand basics. Understand the
White Lodging Way. • Assist Front Desk leaders with credit report and follow-up. • Ensure proper handling of airline contract rooms (where applicable). • Set up, process and finalize room blocking. • Prepare Express Check-ins. • Check trace file for arriving groups. • Interact with Sales Managers regarding the proper handling of their groups. • Interact with Housekeeping regarding VIP arrivals and expediting rooms. • Run necessary reports for shift. • Set up mailbox arrivals. • Check and verify reasons for all rooms out of service for maintenance. • Always answer telephone within three rings with a smile and answer calls using good listening and communications skills to secure the information necessary to ensure the guest has an
excellent stay. • Check house count and establish selling position with shift manager; keep current throughout shift. • Pre-block special requests, packages, VIP, Frequent Stay suites, and members (Marriott Rewards, Hyatt Passport, Hilton Honors, etc.). • Ensure all guaranteed room types and special requests are met. • Prepare coupons and other amenities for guests on special package rates. • Follow correct check-in/check-out procedures for all guests. • Ensure resume information is correct and set up correctly in PMS. • Be able to properly operate and explain TDD operation for guests. • When applicable, take same day reservations at desk. Know cancellation policies and walk procedures. • Ensure that all pre-registration and key packeting needs are met. • Ensure that the requirements for daily check lists are met. • Process and research Guaranteed No-Shows related to groups. Advise member of the Front Office leadership team how to handle such no-shows. Inform sales/event management of no
shows. • Handle special event booking as assigned by management, including blocking, deposits, and tracking procedures. • Reinforce the suite booking process. • Communicate information accurately. • Have knowledge of room locations, types, building layout, and hours of operations. • Ensure security and confidentiality of all guest and hotel information and material. • Report maintenance issues. • Maintain a clean and orderly work area in accordance with hotel standards. Complete daily/weekly cleaning schedule. • Participate in daily preshift. • Utilize property Service Recovery/Defect Tracking processes. • Report unsafe conditions and suspicious activity to Loss Prevention/Management. • Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as needed. Use personal protective equipment. • Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints. • Promote teamwork and associate morale. • Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation, and hotel surroundings (i.e. mall, restaurants). • Follow proper key control procedures. • Perform other duties as assigned
Other information: COMPETENCIES • Job Knowledge • Quality of Work • Quantity of Work • Guest Focus/Customer Service • Reliability/Dependability • Motivation/Initiative • Flexibility/Adaptability • Perseverance • Organization Skills • Effort • Judgement/Problem Solving • Cooperation/Teamwork
SKILLS • Must pass certification quiz/test for position. • Proficient on computer functions including PMS, MARSHA, Passkey, Delphi, and MS Office.
EDUCATION/EXPERIENCE • None required
WORKING CONDITIONS • Lift, carry or otherwise move up to 10 lbs. regularly. • Lift, carry or otherwise move up to 50 lbs. occasionally with assistance. • Follow proper moving and lifting procedures identified in Departmental Orientation Handbook. • Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.