Rooms Control Representative

Location: JW Marriott Austin

Summary:
The Rooms Controller coordinates and processes group reservations, guest requests, and rooming list to ensure excellent guest service.

Responsibilities:
•Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission and the White Lodging/brand basics. Understand the White Lodging Way.
•Assist Front Desk leaders with credit report and follow-up.
•Ensure proper handling of airline contract rooms (where applicable).
•Set up, process and finalize room blocking.
•Prepare Express Check-ins.
•Check trace file for arriving groups.
•Interact with Sales Managers regarding the proper handling of their groups.
•Interact with Housekeeping regarding VIP arrivals and expediting rooms.
•Run necessary reports for shift.
•Set up mailbox arrivals.
•Check and verify reasons for all rooms out of service for maintenance.
•Always answer telephone within three rings with a smile and answer calls using good listening and communications skills to secure the information necessary to ensure the guest has an excellent stay.
•Check house count and establish selling position with shift manager; keep current throughout shift.
•Pre-block special requests, packages, VIP, Frequent Stay suites, and members (Marriott Rewards, Hyatt Passport, Hilton Honors, etc.).
•Ensure all guaranteed room types and special requests are met.
•Prepare coupons and other amenities for guests on special package rates.
•Follow correct check-in/check-out procedures for all guests.
•Ensure resume information is correct and set up correctly in PMS.
•Be able to properly operate and explain TDD operation for guests.
•When applicable, take same day reservations at desk. Know cancellation policies and walk procedures.
•Ensure that all pre-registration and key packeting needs are met.
•Ensure that the requirements for daily check lists are met.
•Process and research Guaranteed No-Shows related to groups. Advise member of the Front Office leadership team how to handle such no-shows. Inform sales/event management of no shows.
•Handle special event booking as assigned by management, including blocking, deposits, and tracking procedures.
•Reinforce the suite booking process.
•Communicate information accurately.
•Have knowledge of room locations, types, building layout, and hours of operations.
•Ensure security and confidentiality of all guest and hotel information and material.
•Report maintenance issues.
•Maintain a clean and orderly work area in accordance with hotel standards. Complete daily/weekly cleaning schedule.
•Participate in daily preshift.
•Utilize property Service Recovery/Defect Tracking processes.
•Report unsafe conditions and suspicious activity to Loss Prevention/Management.
•Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as needed. Use personal protective equipment.
•Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints.
•Promote teamwork and associate morale.
•Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation, and hotel surroundings (i.e. mall, restaurants).
•Follow proper key control procedures.
•Perform other duties as assigned

Other information:
COMPETENCIES
•Job Knowledge
•Quality of Work
•Quantity of Work
•Guest Focus/Customer Service
•Reliability/Dependability
•Motivation/Initiative
•Flexibility/Adaptability
•Perseverance
•Organization Skills
•Effort
•Judgement/Problem Solving
•Cooperation/Teamwork

SKILLS
•Must pass certification quiz/test for position.
•Proficient on computer functions including PMS, MARSHA, Passkey, Delphi, and MS Office.

EDUCATION/EXPERIENCE
•None required

WORKING CONDITIONS
•Lift, carry or otherwise move up to 10 lbs. regularly.
•Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.
•Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
•Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.