posted September 22, 2023

Room Controller

Compensation: DOE

Summary of Position:

Oversees the friendly, professional, and efficient registration and account settlement of hotel guests commensurate with the demands of a world-class resort by providing support to the Front Desk Agents & Management. Serves as a liaison between the Front Desk Agents, and Front Office Management, Housekeeping, and Engineering.

Essential Functions:

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 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
Monitors and ensures completion of all room changes
Check for duplicate reservations on a daily basis
Checks the status of all Out-of-Order rooms on a daily basis
Monitors availability of showrooms for the Sales & Event Management departments
Reviews group resumes to verify group billing procedures, VIP’s and special requests
Monitor arrivals to ensure that rooms are ready by check in time
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 all Master accounts to ensure that they are checked-in and extended as required
Other duties may be assigned as business demands

Qualifications:

Education:

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.

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

Experience:

Minimum one year experience as Front Desk Agent at a comparable quality property

Previous Experience as a Front Desk Agent, 1 year minimum preferred

Previous experience in a 4 to 5 star hotel (and the quality and services expectations associated therewith) preferred.

Multilingual skills are a plus.

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

Minimum one year experience as Front Desk Agent at a comparable quality property

Previous Experience as a Front Desk Agent, 1 year minimum preferred

Previous experience in a 4 to 5 star hotel (and the quality and services expectations associated therewith) preferred.

Multilingual skills are a plus.

Personal Characteristics:

• Behaves ethically and honestly

• Communicates effectively: Speaks and listens and engages in a clear, thorough, and timely manner, effectively reading and writing, using the English language

• Professional Appearance: Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review)

Working Conditions:

Attendance as scheduled is a critical element in all positions at The Scott Resort & Spa.

The Scott Resort & Spa’s leaders and team members believe each guest should be treated with respect and professionalism. We create A HEARTfelt experience…BEyond Expectations, enticing our guests to return again and again. In order to be successful at The Scott, team members must share both our vision and our values (Helpful, Ethical, Attentive, Resourceful and Thankful). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our forward thinking, fun, friendly, engaging and enthusiastic team members treat every guest as if they were our only guest. A true customer focus is essential to success with our property.

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