Shore Hotel - Rooms Controller (Full-time)
Company: Sand & Sea
Location: Santa Monica
Posted on: June 17, 2022
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Job Description:
Job Description Full-time employment benefits include: Paid
Time-Off (PTO) Holiday Pay Medical, Dental, and Vision coverage
options Life Insurance (employer sponsored) We also provide all
employees with: Sick-Pay (up to 72 hours per calendar year) 401k
plan option with employer match up to 5% of total eligible income
On-site parking Public transportation cost reimbursement
Alternative modes of transportation pay for walking, biking, or
carpooling to work JOB DESCRIPTION TITLE: Rooms Controller
DEPARTMENT: Reservations STATUS: Non-Exempt, Full Time, Regular
SUPERVISED BY: Director of Revenue/Revenue Manager SUPERVISES: No
supervisory responsibilities. The Rooms Controller is responsible
for anticipating guests needs and monitoring all guest
requests/inquiries, with the utmost care, attention to detail, and
desire to enhance the guests--- experience. The Rooms Controller
will work closely with the Director of Revenue and Revenue Manager
for Shore Hotel, Ocean View Hotel, and Santa Monica Motel, to
ensure a smooth arrival process while anticipating the guest needs
and liaising between all departments. ESSENTIAL DUTIES: Answers
guests--- questions in a courteous and professional manner,
provides information including but not limited to directions,
shopping, dining, entertainment, hotel services and safety Makes
and/or confirms new reservation bookings, cancellations, and
modifications completely, accurately, and with enthusiasm via phone
and/or email for Shore Hotel, Ocean View Hotel, and Santa Monica
Motel. Respond to guest inquiries and requests and resolve issues
in a timely, friendly and efficient manner. Review arrivals reports
and identify potential problems and take appropriate action to
resolve issue Ensuring all special requests are hard-blocked and
that the appropriately teams are aware Handling early check-in
requests, placing rooms OOS for VIP arrivals/Early Arrivals Review
reservations entered the day prior for special requests Monitor the
Central Reservations System and OTAs (Expedia/Booknig.com) for
reservations that did not confirm in the PMS Reconcile reservations
with third party agency systems Reconcile Travel Agent Commissions
process in Onyx and Opera Check for no show from night prior and
verify if reservation was a live booking and reconcile if needed.
Staying updated on property renovations and events that may affect
blocking. Attending Group Resume meetings, BEOs, pre-cons, and GRC
meetings for in depth looks at specific group arrivals In
conjunction with the Sales Coordinator, ensuring that all Sales
bookings Group/Corporate/Media VIPs) are blocked appropriately
Handling any specific group blocking requests and entering group
rooming lists Handle all credit card authorizations sent in through
canary Coordinate and process advance deposits Demonstrate a
thorough knowledge of hotel information including, but not limited
to, room categories, room rates, packages, promotions, hotel
programming, the local area and other general product knowledge and
answer guest questions and inquiries. Maintain office supplies
inventory by checking stock to determine inventory level;
anticipating needed supplies; evaluating new office products;
placing and expediting orders for supplies; verifying receipt of
supplies. Performs other duties as assigned, requested or deemed
necessary by management. ESSENTIAL JOB QUALIFICATIONS &
COMPENTENCIES: Proven success in the following job competencies:
Honesty; has honest, direct, and factual communication and actions
with internal and external customers. Collaboration; proactive in
building supporting, nurturing, and service-oriented relationships
with employees; works collaboratively to resolve problems and
enhance productivity; Remains open to others' ideas and tries new
things. Integrity & Loyalty; conducts self with high level of
ethics and makes decisions with honest intentions that are in the
best interest of the company and employees. Keeps commitments;
inspires the trust of others; Works with a high level of integrity
and ethically; Upholds organizational values. Humble; conducts self
and treats all employees with respect; without arrogance,
degradation, or coercion; treats all employees with equal
regardless of position/status. Innovation; constantly searches for
best practices in technology, services, and procedures. Displays
original thinking and creativity; Meets challenges with
resourcefulness; Generates suggestions for improving work; Develops
innovative approaches and ideas. Analytical: Highly
detail-oriented, proficient with managing, editing, analyzing large
volumes of complex numerical data. Flexible; considers others point
of view to find the best solution for customer and company; proven
ability to be flexible and adapt to change; adapts to changes in
the work environment; manages competing demands; changes approach
or method to best fit the situation; able to deal with frequent
change, delays. Problem Solving : Uses a professional,
neutral/unbiased, and highly diplomatic inter-personal approach.
Interpersonal: Customer focused and effective relationship-building
skills; ability to effectively interact with all employee levels;
frontline, Managers, Directors, Executives; Diversity: Strong
commitment to diversity and equality in a company culture.
Communication: Strong communication (verbal and written) and
presentation skills. Multi-Tasking : Ability to operate under
pressure in a fast paced environment; able to deliver effective
results, meet tight deadlines and targets EDUCATION and/or
EXPERIENCE: High School diploma or equivalent required and a
minimum of one year guest service experience and/or training; or
equivalent combination of education and experience. Previous
Experience as a Front Desk or Reservation Agent, 1 year minimum
preferred Previous Experience with PMS systems (Opera or Infor HMS)
Previous experience in a 4 to 5 star hotel (and the quality and
services expectations associated therewith) preferred. Multilingual
skills are a plus. WORKING CONDITIONS & PHYSICAL WORK DEMANDS: Able
to sit and work at a computer keyboard for extended periods of
time. Able to stoop, kneel, bend at the waist and reach on a daily
basis. Able to lift and move up to 20 pounds occasionally. Regular
and on-time attendance is critical. Hours occasionally exceed 40
hours per week. Ability to stand during shifts OTHER: Other duties
as assigned. Note: To perform this job successfully, an individual
must be able to perform each essential duty satisfactorily. The
requirements listed above are representative of the knowledge,
skill, and/or ability required and is not intended to be an
exhaustive list of all duties, responsibilities or qualifications
associated with this job. Our post-offer background check process
includes a background check ( HireRight ) and a drug-screen. We
participate in E-Verify. We are an Equal Opportunity Employer.
Keywords: Sand & Sea, Santa Monica , Shore Hotel - Rooms Controller (Full-time), Accounting, Auditing , Santa Monica, California
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