Rooms Control Agent- Westin Hotel & Spa

Compensation Type

Hourly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com .

Location Overview

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. Rooms Controllers are responsible for blocking VIP guests, managing Out of Order and Out of Service inventory, managing guest queue and discrepancies, performing room changes and guest follow up, managing and facilitating pre reg/pre key groups, managing all airline assignments and pre keys, managing guest upgrade requests/hotel upgrade revenue, receiving and responding to guest feedback via multiple feedback forums.

Responsibilities

• Assist management team with rooms related projects.
• Serve as Front Office liaison with Housekeeping and Engineering to manage and block guest rooms as necessary.
• Answer incoming calls professionally and courteously.
• Have a complete understanding of House and guest room availability at all times.
• Monitor and action Nor1 eStandby upgrade requests with intent to maximize hotel revenue.
• Manage Airline assignments and applicable pre reg/pre key.
• Monitor and manage hotel Room Type inventory, communicating concerns and identifying solutions.
• Manage all Out of Order and Out of Service rooms.
• Assist callers with needs and requests without transferring whenever possible.
• Run and complete credit limit report daily.
• Review Guest Arrivals and Trace File daily, following through on guest requests and preferences.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Monitor and respond to guest feedback via RealTime feedback and any other necessary feedback forums.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Be aware of closed out and restricted dates.
• Maintain a clean work area.
• Be aware of all rates, packages and special promotions.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Manage all Mobile Check In in timely and efficient manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Manage discrepancies and queues quickly and efficiently.
• Be familiar with hospitality terminology.
• Serve as Front Office liaison with Sales and Convention Services to ensure successful execution of group arrivals.
• Communicate room’s challenges/inventory concerns to front office team on a daily basis.
• Follow all cash handling and credit policies.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Have knowledge of emergency procedures and assist as needed.
• Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.

Qualifications

• Customer Services experience required.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Must be able to show initiative, including anticipating guest or operational needs.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Flexible and long hours sometimes required.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Must be able to maintain confidentiality of information.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• High School diploma or equivalent required.
• Experience with Opera required.
• College course work in related field helpful.
• 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.
• Maintain a warm and friendly demeanor at all times.
• Must be able to cross-train in other hotel related areas.
• Experience in a hotel or a related field required.
• Attend all hotel required meetings and trainings.
• Perform other duties as requested by management.
• 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 able to multitask and prioritize departmental functions to meet deadlines.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Computer experience required.
• Ability to occasionally stand during long periods of time.