Front Office Rooms Control Agent

Summary of Position:

Responsible for blocking all group and leisure guest reservations in Springer Miller system.

Manages available room’s inventory in Springer Miller system, including special requests, blocking specialty suites, long stay guests, VIP’s, managing late departures, etc. Coordinates the “rooms not ready” with the Front Office during periods of heavy occupancy.  Works with the Housekeeping Department to ensure the most efficient cycle time in turning rooms over to Front Office. Blocks all one and two-night “holes” in available inventory. Utilizes General Availability screen to identify potential inventory issues. Supports Front Desk staff by assisting at the Front Desk during peak arrival periods and break times and answering all F/D telephones and Zingles. Manage Zingle to make sure “zings” and “templates” are up to-date with the correct information. Coordinates amenity delivery arrangements with Guest Suite Dining and ensure that rooms are “do not move” in Springer Miller system. Assist with making the daily “T.I.G.S.” (Today in Guest Service). Make sure to have vital group information on the T.I.G.S. for both Bell Desk and Front Desk.

Pre-register and pre-key group rooms requiring satellite check-in, or at the group’s request. Coordinates the inventory management. Supports the Manager on Duty by assisting with room issues. Performs the functions of a Front Desk Agent during peak arrival or departure periods. Complete GROUP Resume requests. Manage Front Desk duties / key station at the Oasis satellite area, on specific, scheduled dates. Assist with Departmental New hire training needs. Oversee all 3rd party Accounting / Reconciliation billing needs.

Essential Functions: 

During heavy arrival pattern when “rooms are waiting” and not available for guest arrival: (Once rooms become available and no guests are waiting, normal F/D check in procedures will begin).

Ultimate goal is to ensure the MOST efficient and equitable check in process for guests.

• If Rooms Controller is not here today, “Rooms Control” duty assigned to 1 main GSA agent (Supervisor / GSA). The assigned person has complete control of the process for their shift.
• Rooms Control agent to maintain the Housekeeping Queue and to check rooms in based on time added to the Queue and VIP status.
• Rooms Control agent to Manage system with housekeeping dispatcher on “rushed” rooms.  Rooms are continuously checked for availability in SM and given to the next available guest in the order in which guest arrived.  Once room is ready, Rooms Control agent checks room in and zingles the guest to come get their keys.  Guest to pick up keys at Secondary Desk or front desk.  ID will be checked upon handing out of room keys.
• Rooms Control person to answer all incoming phone calls and Zingles to alleviate phone pressure from F/D agents.

Qualifications: 

Education: High School Diploma or equivalent required. College degree preferred.

Experience: Prior hospitality experience preferred.

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

• Ability to make quick and efficient decisions to benefit the company, team and guest.
• Ability to memorize and perform Grand Service Standards.
• Ability to use a moderately complex computer system and troubleshoot software problems.
• Ability to utilize a calculator to prepare moderately complex mathematical calculations without error.

Personal Characteristics:

• Behaves ethically.
• Communicates effectively: Speaks and listens 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)