LOTTE HOTEL SEATTLE
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Rooms Controller
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LOTTE HOTEL SEATTLE Get AI-powered advice on this job and more exclusive features. Overview
Reporting to the Director of Front Office, the Rooms Controller is responsible for room blocking, assignments, inventory balancing, OPERA system upkeep of packages, posting codes, and post-stay billing/routing matters handled timely and accurately. This role will also assist with reservation requests. Essential Functions
Answering incoming phone calls (when available). Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/track/accommodate requests for room/check-out changes; 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 and address any issues. Maintain, track & update airline reservations through the Alaska Airline extranet as applicable. Perform duplicate reservation checks; block rooms as needed. Maintain OPERA PMS system changes of room packages, transaction codes, and auto-post transaction codes. Maintain OPERA PMS allowances and adjustments reports for the Executive team with proper explanations. Work with Revenue Management and Finance on keeping room packages in place for smooth guest checkout. Support front desk general email inbox; follow up with guests to ensure requests are met. Adhere to hotel brand standards, code of business conduct, and Forbes standards where applicable. Maintain positive working relationships with other departments; communicate effectively with housekeeping, maintenance, and others to meet guest requests. Follow all safety policies and hotel grooming standards; use professional language in all communications. Provide personalized guest experiences and strive to improve service and efficiency while supporting departmental policies and procedures. Assist with guest complaints by resolving them or escalating to management as needed. Other tasks as assigned by management. Qualifications
Excellent organizational and computer skills; strong verbal and written English communication. Ability to multitask, work in a fast-paced environment, and maintain a high level of attention to detail. Ability to work independently and as part of a team. Ability to analyze data and trends to support improvement strategies. Creative, effective leader with professionalism and solid administrative skills, capable of timely business decisions. Results-oriented; flexible and able to work under pressure. Must possess excellent computer skills and property management system knowledge (e.g., OPERA). Knowledge of applicable laws regarding hotel and restaurant operations. Must have strong MS Office skills (Word, Excel, PowerPoint). Supportive Roles
Maintain cooperative relationships with other departments for effective communication. Supervise compliance with sanitation, cleanliness, safety standards, and maintenance of department items. Represent the hotel’s service standards and provide distinguished service to customers. Respond to customer requests promptly and accurately; anticipate needs and resolve complaints. Maintain knowledge of hotel services when communicating with customers. Policies and Procedures
Protect guest and coworker privacy and confidentiality of proprietary materials. Follow company and department policies and procedures; ensure uniform, nametags, grooming, and professional appearance per policy. Perform other reasonable duties as requested by Supervisors. Lotte Hotel is an equal opportunity employer. We believe in a diverse, inclusive workforce and a team-member-first culture. We are committed to non-discrimination on protected bases under applicable law. Benefits at Lotte
Competitive wages Retirement Savings Plan (401k) with company matching Recognitions program and opportunities for learning and development
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Rooms Controller
role at
LOTTE HOTEL SEATTLE Get AI-powered advice on this job and more exclusive features. Overview
Reporting to the Director of Front Office, the Rooms Controller is responsible for room blocking, assignments, inventory balancing, OPERA system upkeep of packages, posting codes, and post-stay billing/routing matters handled timely and accurately. This role will also assist with reservation requests. Essential Functions
Answering incoming phone calls (when available). Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/track/accommodate requests for room/check-out changes; 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 and address any issues. Maintain, track & update airline reservations through the Alaska Airline extranet as applicable. Perform duplicate reservation checks; block rooms as needed. Maintain OPERA PMS system changes of room packages, transaction codes, and auto-post transaction codes. Maintain OPERA PMS allowances and adjustments reports for the Executive team with proper explanations. Work with Revenue Management and Finance on keeping room packages in place for smooth guest checkout. Support front desk general email inbox; follow up with guests to ensure requests are met. Adhere to hotel brand standards, code of business conduct, and Forbes standards where applicable. Maintain positive working relationships with other departments; communicate effectively with housekeeping, maintenance, and others to meet guest requests. Follow all safety policies and hotel grooming standards; use professional language in all communications. Provide personalized guest experiences and strive to improve service and efficiency while supporting departmental policies and procedures. Assist with guest complaints by resolving them or escalating to management as needed. Other tasks as assigned by management. Qualifications
Excellent organizational and computer skills; strong verbal and written English communication. Ability to multitask, work in a fast-paced environment, and maintain a high level of attention to detail. Ability to work independently and as part of a team. Ability to analyze data and trends to support improvement strategies. Creative, effective leader with professionalism and solid administrative skills, capable of timely business decisions. Results-oriented; flexible and able to work under pressure. Must possess excellent computer skills and property management system knowledge (e.g., OPERA). Knowledge of applicable laws regarding hotel and restaurant operations. Must have strong MS Office skills (Word, Excel, PowerPoint). Supportive Roles
Maintain cooperative relationships with other departments for effective communication. Supervise compliance with sanitation, cleanliness, safety standards, and maintenance of department items. Represent the hotel’s service standards and provide distinguished service to customers. Respond to customer requests promptly and accurately; anticipate needs and resolve complaints. Maintain knowledge of hotel services when communicating with customers. Policies and Procedures
Protect guest and coworker privacy and confidentiality of proprietary materials. Follow company and department policies and procedures; ensure uniform, nametags, grooming, and professional appearance per policy. Perform other reasonable duties as requested by Supervisors. Lotte Hotel is an equal opportunity employer. We believe in a diverse, inclusive workforce and a team-member-first culture. We are committed to non-discrimination on protected bases under applicable law. Benefits at Lotte
Competitive wages Retirement Savings Plan (401k) with company matching Recognitions program and opportunities for learning and development
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