Rooms Controller

Arlo Hotels an independent lifestyle hotel is now actively seeking a dynamic Room Controller.  Are you someone whoispassionateaboutpeople,drivenby purpose, andcleverin your approach? If so keep on reading!! Here atArlowe strive to create a sense of awe that leaves those we touch wanting more”…..

Responsible for welcoming and assisting in setting the tone for a guest’s experience through the coordination and organization of the hotel’s guest room inventory, and will act as a liaison between the Housekeeping, Front Office, and Revenue department regarding the status and distribution of all guest rooms.

RESPONSIBILITIES AND AUTHORITIES:

• Always treat guests with courtesy and respect in a variety of situations

• Honesty & Integrity

• Connects with guests on a daily basis, provides exceptional customer service and creates memorable experiences

• Responds to guest complaints promptly and professionally. 

• Reports guest concerns or comments to the Front Desk Supervisor/Duty Manager

• Establishes and develops long term customer relationships providing value and profitability

• Enhances our guests’ stay by creating an inviting atmosphere 

• Coordinates and multi-tasks job duties in an active environment

• Organizes guest room movies

• Controls inventory on sell-out days

• Supervisors upgrades

• Handles VIP arrivals and information

• Assist at the front desk with check-in, check-out and overall front desk operations during peak business periods, staffing shortages, or as directed by hotel leadership.

• Answer incoming guest calls and assist with inquires, guest requests, and service recovery as needed.

• Support monitoring of the DC Hosts email inbox, ensuring guest requests, operation communications, and follow up items are addressed in a timely manner.

SPECIFIC DUTIES

Room Inventory

• Block early arrivals, special needs guests, & VIP’s

• Orchestrate room moves, communicate & expedite guests waiting for rooms 

• Review/Track/Accommodate requests for room/check-out changes when possible

• Review all group resumes & ensure all appropriate information is communicated to employees

• Meet with Sales Coordinator & Revenue Mgr. daily

• Ensure VIP rooms and key packets; Site showrooms are all ready by 1PM, or by the appropriate arrival time if known

• Approach all encounters with guests, employees and members in a professional and personalized manner

• Actively participates in daily briefings and meetings

• Ensures that the safety & confidentiality of all matters pertaining to guests and members are met in accordance with hotel standards

Reservations

• Confirm reservations and cancellations. 

• Review out-of-order rooms daily. 

• Ensure rates match market codes and document exceptions. 

• Identify any over-commitments. 

• Perform duplicate reservation checks; block rooms. 

• Complete Rooms Controller checklist. 

• Coordinate pre-registration and pre-key preparation for groups with contracted pre-key services, including airline crews and other designated groups.

• Use selling techniques to make reservations that support the properties selling strategies. 

• Maximizes yield opportunities and meets revenue goals, as established by leadership.

• Assign suites, specialty room types, and ADA rooms in advance

Analysis Duties

• Manage the processes associated with demand, revenue, forecasting, opportunity analysis, and inventory management. With hotel leadership and revenue management team, implement hotel pricing strategy of transient and group business.

• Partner with marketing to drive direct business, elevate reputation, and identify future market opportunities and effectively communicate through the organization

• Ensure daily communication between Reservations and Front Office regarding inventory, and Group/Convention arrival

• Ensure that inventory - brand availability and overbooking – parameters are monitored.

• Ensure all FIT promotions are built properly in CRS

• Responsible for issuing stop sells when needed

• Building strong partnerships with internal customers and outside vendors

• Assist DRM to upload STR information through STR and internal report

• Build all rate codes and oversee Packages

• Possessing excellent communication and leadership skills and are a strong, creative problem solver

• Proactive, self-starter who can work well both independently and as part of a team

• You are confident and have the ability to think clearly and strategically on your feet and under pressure

• You love to negotiate and create win-win situations for customers, owners, and reservations team alike

REQUIREMENTS:

• Minimum of Hospitality, Retail or Services related industries experience preferred

• Must be able to stand for periods of time (Up to 6 hours) 

• Efficient in Computer and Typing Skills.

• Ability to lift 50lbs