Rooms Controller

A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property.

Welcome to a South Beach Icon, Reimagined.

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 Office Agents, and Front Office Management, Housekeeping, and Engineering.

Essential Functions and Responsibilities

• 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, Reservations, and Star Service 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
• Coordinates with Room Service to ensure accurate and timely amenity deliveries
• Monitors and ensures completion of all room changes
• Check for duplicate reservations on a daily basis
• Monitors clearing of all due-outs, Express Checkouts, no-show’s, Pre-Registered guests
• Process applicable charges for late check-outs (12pm)
• Checks the status of all Out-of-Order rooms on a daily basis
• Monitors availability of showrooms for the Sales & Conference Management departments
• Reviews group resumes to verify group billing procedures, VIP’s and special requests
• Responsible for conducting daily line-ups
• Monitor arrivals to ensure that rooms are ready by check in time
• Clear departures by working closely with Housekeeping Department
• Ensure all guest departure calls are done a daily basis
• Accurately report guest needs and problem resolution
• May interact with customers in person, as well as other departments.
• Must be able to handle multiple tasks at once with attention to detail
• Ability to work independently
• Excellent people skills.
• 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 room category and bedding availability, up to three days in advance, in order to prevent overbooking
• Monitors rollaway, microwave and other amenity requests up to seven days in advance in order to ensure availability, and accurate billing was completed
• Monitor all Master accounts to ensure that they are checked-in and extended as required
• Ensures adherence to all Loews Hotels Star Service standards
• Other duties may be assigned as business demands

Supportive Functions and Responsibilities

• Maintains clean and excellent condition of Rooms Control & Back Office area and equipment
• Maintains proper stock of all supplies in Back Office Area
• Executes emergency procedures in accordance with hotel standards
• Notifies appropriate individuals and departments of any problems or unusual matters of significance
• Attends all appropriate hotel meetings and training sessions
• Is polite, friendly, and helpful to guests, employees, and management
• Promotes and applies teamwork skills at all times
• Complies with all hotel standards, policies, and rules
• Complies with safety regulations and procedures
• Remains current on hotel information and changes

Qualifications

• 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

Education :

Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills

Experience :

• Minimum one year experience as Front Desk Agent at a comparable quality property
30+ days ago