Rooms Controller
: Job Details :

A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined.

Oversees the friendly, professional, and efficient registration and account settlement of hotel guests commensurate with the demands of a world-class resort by providing support to the Front Desk Agents & Management. Serves as a liaison between the Front Office Agents, and Front Office Management, Housekeeping, and Engineering.

Essential Functions and Responsibilities

* Oversees the friendly, professional, and efficient registration and check-out of hotel guests, including assisting the Front Desk during peak periods

* Assists Front Desk Agents in satisfying guest requests and resolving guest complaints

* Trained and skilled to perform all Front Desk, Reservations, and Star Service functions as needed based on operational demands

* Prints occupancy, arrivals departures, and back-up reports on a timely basis

* Reviews Specials Report for all arriving guests on a daily basis to ensure appropriate pre-blocking of rooms and to coordinate special services to be provided

* Block relocated guests who will be returning to the hotel

* Communicates all special requests to Housekeeping

* Coordinates with Room Service to ensure accurate and timely amenity deliveries

* Monitors and ensures completion of all room changes

* Check for duplicate reservations on a daily basis

* Monitors clearing of all due-outs, Express Checkouts, no-show's, Pre-Registered guests

* Process applicable charges for late check-outs (12pm)

* Checks the status of all Out-of-Order rooms on a daily basis

* Monitors availability of showrooms for the Sales & Conference Management departments

* Reviews group resumes to verify group billing procedures, VIP's and special requests

* Responsible for conducting daily line-ups

* Monitor arrivals to ensure that rooms are ready by check in time

* Clear departures by working closely with Housekeeping Department

* Ensure all guest departure calls are done a daily basis

* Accurately report guest needs and problem resolution

* May interact with customers in person, as well as other departments.

* Must be able to handle multiple tasks at once with attention to detail

* Ability to work independently

* Excellent people skills.

* Assist with the preparation of 'remote' and 'reserved' registration and check-out of groups

* Prints group no-show, in-house, and arrivals report on a daily basis

* Answers telephone expediently and addresses complaints, problems, special requests and non-related desk questions, making sure to log phone complaints and requests

* Familiarity with daily hotel occupancy reports, status of available rooms, etc.

* Monitor room category and bedding availability, up to three days in advance, in order to prevent overbooking

* Monitors rollaway, microwave and other amenity requests up to seven days in advance in order to ensure availability, and accurate billing was completed

* Monitor all Master accounts to ensure that they are checked-in and extended as required

* Ensures adherence to all Loews Hotels Star Service standards

* Other duties may be assigned as business demands

Supportive Functions and Responsibilities

* Maintains clean and excellent condition of Rooms Control & Back Office area and equipment

* Maintains proper stock of all supplies in Back Office Area

* Executes emergency procedures in accordance with hotel standards

* Notifies appropriate individuals and departments of any problems or unusual matters of significance

* Attends all appropriate hotel meetings and training sessions

* Is polite, friendly, and helpful to guests, employees, and management

* Promotes and applies teamwork skills at all times

* Complies with all hotel standards, policies, and rules

* Complies with safety regulations and procedures

* Remains current on hotel information and changes

Qualifications

* Excellent communication skills - oral and written

* Excellent guest service skills

* Knowledge of computer programs utilized in property management

* Able to work a flexible schedule, including weekends and holidays

Education:

* Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills

Experience:

* Minimum one year experience as Front Desk Agent at a comparable quality property