Highgate Hotels
Rooms Control Agent - Renaissance Las Vegas Hotel
Highgate Hotels, Las Vegas, Nevada, United States, 89101
Rooms Controller Agent
The purpose of the Rooms Controller Agent Position is to increase guest preference of our hotel and Highgate Hotels brand. The Rooms Controller assigns hotel rooms to guests based on their reservation and unique requests and preferences. The Rooms Controller will maintain and manage the hotel's inventory of guest rooms while supporting front desk operations with reservation and rooms related information. Responsibilities include: Answering incoming calls professionally and courteously. Assisting callers with needs and requests without transferring whenever possible. Monitoring and managing hotel Room Type inventory, communicating concerns and identifying solutions. Answering guest inquiries about hotel services, facilities and hours of operation in a timely manner. Running and completing credit limit report daily. Reviewing Guest Arrivals and Trace File daily, following through on guest requests and preferences. Following all cash handling and credit policies. Being aware of all rates, packages and special promotions. Communicating room's challenges/inventory concerns to front office team on a daily basis. Serving as Front Office liaison with Sales and Convention Services to ensure successful execution of group arrivals. Serving as Front Office liaison with Housekeeping and Engineering to manage and block guest rooms as necessary. Being aware of closed out and restricted dates. Managing discrepancies and queues quickly and efficiently. Obtaining all necessary information when taking room reservations and following the rate-quoting scenario. Being familiar with hospitality terminology. Having knowledge of emergency procedures and assisting as needed. Handling check-ins and checkouts in a friendly, efficient and courteous manner. Having a complete understanding of House and guest room availability at all times. Managing all Out of Order and Out of Service rooms. Using proper two-way radio etiquette at all times when communicating with other employees. Fully comprehending and being able to operate all relevant aspects of the Front Desk computer system. Being able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner. Balancing and preparing individual paperwork for closing of shift according to hotel standards. Monitoring and actioning Nor1 eStandby upgrade requests with intent to maximize hotel revenue. Monitoring and responding to guest feedback via RealTime feedback and any other necessary feedback forums. Managing all Mobile Check In in a timely and efficient manner. Managing Airline assignments and applicable pre reg/pre key. Maintaining a clean work area. Assisting management team with rooms related projects. Qualifications include: Experience in a hotel or a related field required. Experience with Opera required. Customer Services experience required. Computer experience required. High School diploma or equivalent required. College course work in related field helpful. Flexible and long hours sometimes required. Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to occasionally stand during long periods of time. Maintaining a warm and friendly demeanor at all times. Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. Must be able to multitask and prioritize departmental functions to meet deadlines. Approaching all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. Attending all hotel required meetings and trainings. Maintaining regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. Maintaining high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. Complying with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. Maximizing efforts towards productivity, identifying problem areas and assisting in implementing solutions. Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. Must be able to cross-train in other hotel related areas. Must be able to maintain confidentiality of information. Must be able to show initiative, including anticipating guest or operational needs. Performing other duties as requested by management. Salary Range: $18.00/hour
The purpose of the Rooms Controller Agent Position is to increase guest preference of our hotel and Highgate Hotels brand. The Rooms Controller assigns hotel rooms to guests based on their reservation and unique requests and preferences. The Rooms Controller will maintain and manage the hotel's inventory of guest rooms while supporting front desk operations with reservation and rooms related information. Responsibilities include: Answering incoming calls professionally and courteously. Assisting callers with needs and requests without transferring whenever possible. Monitoring and managing hotel Room Type inventory, communicating concerns and identifying solutions. Answering guest inquiries about hotel services, facilities and hours of operation in a timely manner. Running and completing credit limit report daily. Reviewing Guest Arrivals and Trace File daily, following through on guest requests and preferences. Following all cash handling and credit policies. Being aware of all rates, packages and special promotions. Communicating room's challenges/inventory concerns to front office team on a daily basis. Serving as Front Office liaison with Sales and Convention Services to ensure successful execution of group arrivals. Serving as Front Office liaison with Housekeeping and Engineering to manage and block guest rooms as necessary. Being aware of closed out and restricted dates. Managing discrepancies and queues quickly and efficiently. Obtaining all necessary information when taking room reservations and following the rate-quoting scenario. Being familiar with hospitality terminology. Having knowledge of emergency procedures and assisting as needed. Handling check-ins and checkouts in a friendly, efficient and courteous manner. Having a complete understanding of House and guest room availability at all times. Managing all Out of Order and Out of Service rooms. Using proper two-way radio etiquette at all times when communicating with other employees. Fully comprehending and being able to operate all relevant aspects of the Front Desk computer system. Being able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner. Balancing and preparing individual paperwork for closing of shift according to hotel standards. Monitoring and actioning Nor1 eStandby upgrade requests with intent to maximize hotel revenue. Monitoring and responding to guest feedback via RealTime feedback and any other necessary feedback forums. Managing all Mobile Check In in a timely and efficient manner. Managing Airline assignments and applicable pre reg/pre key. Maintaining a clean work area. Assisting management team with rooms related projects. Qualifications include: Experience in a hotel or a related field required. Experience with Opera required. Customer Services experience required. Computer experience required. High School diploma or equivalent required. College course work in related field helpful. Flexible and long hours sometimes required. Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to occasionally stand during long periods of time. Maintaining a warm and friendly demeanor at all times. Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. Must be able to multitask and prioritize departmental functions to meet deadlines. Approaching all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. Attending all hotel required meetings and trainings. Maintaining regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. Maintaining high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. Complying with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. Maximizing efforts towards productivity, identifying problem areas and assisting in implementing solutions. Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. Must be able to cross-train in other hotel related areas. Must be able to maintain confidentiality of information. Must be able to show initiative, including anticipating guest or operational needs. Performing other duties as requested by management. Salary Range: $18.00/hour