LOTTE Hotel Seattle, LLC.
Rooms Controller
PURPOSE OF POSITION
Reporting to the Director of Front Office the Rooms Controller is responsible for ensuring room blocking, assignments, inventory balancing, OPERA system upkeep of packages, posting codes etc. post stay billing/routing matters are handled timely and accuracy. This role will work with also assist with any reservation requests.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Excellent organizational and computer skills. Possess a gracious, friendly, and fun demeanor. Ability to multitask, work in a fast-paced environment and have a high-level attention to detail. Strong verbal and written communication skills in English. Ability to work independently and to partner with others to promote an environment of teamwork. Ability to analyze data and trends and create strategies for improvement. Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management principles, communication, administrative skills and the ability to make sound and timely business decisions. Results oriented with the ability to be flexible and work well under pressure. Excellent interpersonal skills with strong written and verbal communication abilities. SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
Must possess excellent computer skill and property management system skills. Must have excellent communication skills. Must be able to receive instructions and make reports with accuracy. Must show excellent computer proficiency such as with MS Office (Word, Excel, Powerpoint, etc.) Must be knowledgeable about applicable laws regarding the operation of hotels and restaurants. ESSENTIAL FUNCTIONS
Answering incoming phone calls (when available) Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepares key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests Ensure daily arrivals have accurate method of payment, communicate and address or correct accordingly Responsible for maintaining, tracking & updating airline reservations through the Alaska Airline extranet Perform duplicate reservation checks; block rooms Maintain OPERA PMS system changes of rooms packages, transaction codes, auto post transaction code. Maintain OPERA PMS allowances and adjustments report to Executive team seven days a week for daily allowances and adjustments with proper explanation reason codes and manual explanations. Work with Revenue Management and Finance on keeping all rooms package in place for smooth guest check out. Supporting in the management of front desk general email inbox. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Follow the company's brand standards and code of business conduct. Maintain positive and productive working relationships with other employees and departments Adhere to hotel grooming standards at all times Use professional and polished language in all written and oral communication Dedicated to creating personalized experiences and lasting memories for our guests Ensure the implementation of the highest standards in guest service, constantly seek out ways to improve product and service as well as increase volumes and profits Follow department policies, procedures and service standards Follow all safety policies Answering phone calls for guests who are interested in making reservations or have questions about their reservations Maintain a high level of knowledge concerning hotel services in communicating with customers Adhere to Forbes standards at all times Respond to customer requests promptly and with accuracy Providing customers with information about the hotel's accommodation options, rates, and amenities Collecting and processing payments from guests or from Canary (third party authorization form) Communicating with other departments, such as housekeeping and maintenance, to ensure that guests' requests are met Updating and maintaining customer information in the reservation system Assisting with guest complaints by resolving it or escalating it to a MOD Other tasks as assigned by management 30% Confirming, processing, modifying or cancelling reservations 30% Reviewing all the routing and billing set up for all transient and group arrivals, looking at traces and flagging any VIPs. 20 % Pre- registering and pre-keying any group arrivals 10 % Assisting with any guest requests 10 % Assisting with any other special projects SUPPORTIVE ROLES
Maintain a close, cooperative relationship with other departments to guarantee effective communication. Supervise employees' compliance with sanitation, cleanliness, fire prevention, health and safety standards. Supervise and maintain the availability, cleanliness and tidiness of items used in the department. Represent Lotte Hotel's service standards to all customers and provide them with distinguished services. Respond to customer requests promptly and with accuracy Predict customer needs and strive to resolve complaints Maintain a high level of knowledge concerning hotel services in communicating with customers POLICIES AND PROCEDURES
Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors. Lotte Hotel is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, team member first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
BENEFITS AT LOTTE:
Competitive wages Medical, Dental, and Vision plans that become available on Day 1 of employment Retirement Savings Plan (401k) with company matching Two weeks of Vacation Days Nine paid Holidays Three Personal Days to use every calendar year Public Transportation Discount (ORCA) A rich culture of Team Member Recognition A Learning and Development program for our top performers
PURPOSE OF POSITION
Reporting to the Director of Front Office the Rooms Controller is responsible for ensuring room blocking, assignments, inventory balancing, OPERA system upkeep of packages, posting codes etc. post stay billing/routing matters are handled timely and accuracy. This role will work with also assist with any reservation requests.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Excellent organizational and computer skills. Possess a gracious, friendly, and fun demeanor. Ability to multitask, work in a fast-paced environment and have a high-level attention to detail. Strong verbal and written communication skills in English. Ability to work independently and to partner with others to promote an environment of teamwork. Ability to analyze data and trends and create strategies for improvement. Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management principles, communication, administrative skills and the ability to make sound and timely business decisions. Results oriented with the ability to be flexible and work well under pressure. Excellent interpersonal skills with strong written and verbal communication abilities. SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
Must possess excellent computer skill and property management system skills. Must have excellent communication skills. Must be able to receive instructions and make reports with accuracy. Must show excellent computer proficiency such as with MS Office (Word, Excel, Powerpoint, etc.) Must be knowledgeable about applicable laws regarding the operation of hotels and restaurants. ESSENTIAL FUNCTIONS
Answering incoming phone calls (when available) Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepares key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests Ensure daily arrivals have accurate method of payment, communicate and address or correct accordingly Responsible for maintaining, tracking & updating airline reservations through the Alaska Airline extranet Perform duplicate reservation checks; block rooms Maintain OPERA PMS system changes of rooms packages, transaction codes, auto post transaction code. Maintain OPERA PMS allowances and adjustments report to Executive team seven days a week for daily allowances and adjustments with proper explanation reason codes and manual explanations. Work with Revenue Management and Finance on keeping all rooms package in place for smooth guest check out. Supporting in the management of front desk general email inbox. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Follow the company's brand standards and code of business conduct. Maintain positive and productive working relationships with other employees and departments Adhere to hotel grooming standards at all times Use professional and polished language in all written and oral communication Dedicated to creating personalized experiences and lasting memories for our guests Ensure the implementation of the highest standards in guest service, constantly seek out ways to improve product and service as well as increase volumes and profits Follow department policies, procedures and service standards Follow all safety policies Answering phone calls for guests who are interested in making reservations or have questions about their reservations Maintain a high level of knowledge concerning hotel services in communicating with customers Adhere to Forbes standards at all times Respond to customer requests promptly and with accuracy Providing customers with information about the hotel's accommodation options, rates, and amenities Collecting and processing payments from guests or from Canary (third party authorization form) Communicating with other departments, such as housekeeping and maintenance, to ensure that guests' requests are met Updating and maintaining customer information in the reservation system Assisting with guest complaints by resolving it or escalating it to a MOD Other tasks as assigned by management 30% Confirming, processing, modifying or cancelling reservations 30% Reviewing all the routing and billing set up for all transient and group arrivals, looking at traces and flagging any VIPs. 20 % Pre- registering and pre-keying any group arrivals 10 % Assisting with any guest requests 10 % Assisting with any other special projects SUPPORTIVE ROLES
Maintain a close, cooperative relationship with other departments to guarantee effective communication. Supervise employees' compliance with sanitation, cleanliness, fire prevention, health and safety standards. Supervise and maintain the availability, cleanliness and tidiness of items used in the department. Represent Lotte Hotel's service standards to all customers and provide them with distinguished services. Respond to customer requests promptly and with accuracy Predict customer needs and strive to resolve complaints Maintain a high level of knowledge concerning hotel services in communicating with customers POLICIES AND PROCEDURES
Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors. Lotte Hotel is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, team member first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
BENEFITS AT LOTTE:
Competitive wages Medical, Dental, and Vision plans that become available on Day 1 of employment Retirement Savings Plan (401k) with company matching Two weeks of Vacation Days Nine paid Holidays Three Personal Days to use every calendar year Public Transportation Discount (ORCA) A rich culture of Team Member Recognition A Learning and Development program for our top performers