Full-Time

Rooms Controller

Posted on 1/28/2025

Loews

Loews

Junior

Kansas City, MO, USA

Category
Warehouse Operations
Operations & Logistics

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Degree
Experience
Requirements
  • Excellent communication skills – oral and written
  • Excellent guest service skills
  • Knowledge of computer programs utilized in property management
  • Able to work a flexible schedule, including weekends and holidays
  • Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills
  • Minimum one year experience as Front Desk Agent at a comparable quality property
Responsibilities
  • Oversees the friendly, professional, and efficient registration and check-out of hotel guests, including assisting the Front Desk during peak periods
  • Assists Front Desk Agents in satisfying guest requests and resolving guest complaints
  • Trained and skilled to perform all Front Desk, Reservations, and Star Service functions as needed based on operational demands
  • Prints occupancy, arrivals departures, and back-up reports on a timely basis
  • Reviews Specials Report for all arriving guests on a daily basis to ensure appropriate pre-blocking of rooms and to coordinate special services to be provided
  • Block relocated guests who will be returning to the hotel
  • Communicates all special requests to Housekeeping
  • Coordinates with Room Service to ensure accurate and timely amenity deliveries
  • Monitors and ensures completion of all room changes
  • Check for duplicate reservations on a daily basis
  • Monitors clearing of all due-outs, Express Checkouts, no-show’s, Pre-Registered guests
  • Process applicable charges for late check-outs (12pm)
  • Checks the status of all Out-of-Order rooms on a daily basis
  • Monitors availability of showrooms for the Sales & Conference Management departments
  • Reviews group resumes to verify group billing procedures, VIP’s and special requests
  • Responsible for conducting daily line-ups
  • Monitor arrivals to ensure that rooms are ready by check in time
  • Clear departures by working closely with Housekeeping Department
  • Ensure all guest departure calls are done a daily basis
  • Accurately report guest needs and problem resolution
  • May interact with customers in person, as well as other departments
  • Must be able to handle multiple tasks at once with attention to detail
  • Ability to work independently
  • Excellent people skills
  • Assist with the preparation of ‘remote’ and ‘reserved’ registration and check-out of groups
  • Prints group no-show, in-house, and arrivals report on a daily basis
  • Answers telephone expediently and addresses complaints, problems, special requests and non-related desk questions, making sure to log phone complaints and requests
  • Familiarity with daily hotel occupancy reports, status of available rooms, etc.
  • Monitor room category and bedding availability, up to three days in advance, in order to prevent overbooking
  • Monitors rollaway, microwave and other amenity requests up to seven days in advance in order to ensure availability, and accurate billing was completed
  • Monitor all Master accounts to ensure that they are checked-in and extended as required
  • Ensures adherence to all Loews Hotels Star Service standards
  • Other duties may be assigned as business demands

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