Summary of Position:

The Rooms Controller oversees the friendly, professional, and efficient registration and account settlement of resort guests commensurate with the demands of a world-class resort by providing support to the Front Desk Agents & Leadership. Serves as a liaison between the Front Desk Agents, and Front Office Management team, 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 and future 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
• Monitors arrivals to ensure that rooms are ready by check in time
• Assists with the preparation of ‘remote’ and ‘reserved’ registration and check-out of groups
• Reviews 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
• Performs other duties as assigned by Front Office leadership, Director or Rooms or General Manager

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

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

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

Ability to make quick and efficient decisions to benefit the team and guests

Ability to memorize and perform Resort Standards, AAA standards, our Service Essentials

Ability to use a moderately complex computer system and troubleshoot software problems

Ability to communicate effectively using the English language

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

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 for success in all positions at The Scott Resort & Spa.

The Scott Resort & Spa’s leaders and associates believe each guest should be treated with respect and professionalism. We create a heartfelt experience of genuine hospitality, enticing our guests to return again and again. In order to be successful at The Scott, team members must share both our Purpose (Making Space for Genuine Hospitality) and Pillars (Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, and Conscientious). 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.