Shore Hotel - Rooms Controller (Full-time)

Company: Sand & Sea
Location: Santa Monica
Posted on: June 17, 2022

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