Rooms Controller - Loews Hotels Universal Orlando
: Job Details :

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.Named one of Central Florida's Top Workplaces and one of America's Best-in-State Employers by Forbes, we are committed to our power of we culture.Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?* We offer excellent benefits and perks including one free meal per shift and free theme park access.* We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.* We embrace diversity at our core and offer the opportunity for all team members to reach their potential.* We invest in training and development opportunities for all team members.* We promote social responsibility by being a good neighbor in the community.* We care for you, just as we care for others.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 demandsSupportive 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 changesQualifications* 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 holidaysEducation:* Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skillsExperience:* Minimum one year experience as Front Desk Agent at a comparable quality property