Hotel Rooms Controller (Horseshoe Bossier) Grave Shift

The Hotel Rooms Controller is responsible for answering guest requests and call center requests via phone, email, and IVY messaging system and completing their requests in a timely manner.  Responsibilities also include monitoring inventory forecasts in LMS and updating management when there are negative amounts in any room type. Rooms control has a working knowledge of the LMS system and works with Hotel Maintenance and Housekeeping personnel to ensure the status of hotel rooms are updated when rooms are available to sell.     

• Ability to work as a Front Desk Clerk as needed based on business demands.
• Ensures that guest needs and special requests are met.
• Invokes service recovery when appropriate.
• Maximizes use of customer service skills.
• Prepares daily agenda (upgrading, sales/junket groups, etc.)
• Answers all phone calls directed to the Front Office.
• Attends Housekeeping pre-shift to communicate information regarding groups, VIP guests, special requests, etc.
• Checks numbers for the day and post for the staff and to give to supervisors for pre-shift meetings.
• Checks status of “out of order” rooms.
• Responsible for placing all guest requests to the housekeeping department, documenting the request, & guest follow up.
• Completes any back-to-back reservation extensions.
• Completes all express checkout and due out.
• Checks in all unassigned rooms, makes keys, and gives key packets to Supervisor to bring to the front desk for customer pick-up.
• Reviews Sales group resumes, and blocks rooms based on special requests, etc.
• Runs and resolves the over credit report.
• Runs and resolves the non-zero report.
• Runs and completes Rooms Revenue Potential and Manual overrides.
• Pre-assigns all hotel special requests.
• Promotes and maintains constant communication between all departments.
• Receives all calls for rooms that need repair.
• Notifies facilities, places “room out of order” signage, and follows through until repair is completed and room is available for occupancy.
• Cancels all non-guaranteed reservations at 6 PM (options on the main menu).
• Balances room inventory one day in advance.
• Calls around area for room availability and rates.