Job Description

Summary

The Rooms Controller will provide leadership to Guest Service Agents, collaborates with Front Office Leadership on bookings and inventory, ensures timely room assignments, handles service recovery, responds to guest requests, and supports the front desk during busy periods.

Responsibilities

• Block and pre-register suites and rooms in the PMS according to guests requests five-days out. Assign VIP’s according to sales, events, and management needs.
• Keep front desk staff, including management, informed on any oversells, challenges, special accommodations unmet, etc.
• Over sold-out periods perform room protects to ensure that rooms blocked for future arrivals are protected (one/two-night holes)
• Check reservations listed on group resume and tour resumes to ensure reservation dates, billings, and room blocks are accurate in the PMS system.
• Attend Daily Business review meeting to be aware of business trends, new bookings and changes to current bookings.
• Verify Billing details for third party, group blocks, and credit card authorizations are accurate and complete.
• Promptly answer telephone answer front office phones with a positive and clear voice.
• Handle all requests and problems and when needed delegate special requests to appropriate persons or departments.
• Document any guest situations which require action by another department and follow up as needed.
• Maintain out of order & out of service rooms with engineering and housekeeping
• Other duties as assigned by the leader

Education and Experience

• High school diploma required.
• Minimum 6 months experience in a hotel rooms division

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.

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