Rooms Controller

Delighted to Serve Rooms Controller

Pay Range: $23.30 to 23.55 DOE, Full-Time, Non-Exempt, Overtime Eligible

BENEFITS:

medical/dental/vision/life/free short-term disability/401K with company match after 30 days of employment, Paid Time Off (PTO, accruing 0.061 hours per regular hour worked), referral program of $250 per successfully referred new hire, 50% subsidy on public transportation, parking discount ($7/day or $140/month), hotel discounts at 8,300+ Marriott hotels worldwide, employee exercise room, complimentary cafeteria meals, free uniform cleaning, monthly employee appreciation events, voluntary long-term disability, employee assistance program (EAP), community service events

WHY THE RENAISSANCE SEATTLE HOTEL?

DESCRIPTION

You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You live life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn’t find in a travel guide. If this sounds like you, you’re in the right place. You’ve got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it's a place to discover, a place in the world with style like yours. That’s why we’re not just looking for anyone. We’re looking for someone like you.

Qualifications

JOB SUMMARY

Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations. Review out-of-order rooms daily. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys. Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms. Run daily reports. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Coordinate tasks and work with other departments. Serve as a departmental role model. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 1 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; no prior work experience required.

CORE WORK ACTIVITIES

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.

• Assist other employees to ensure proper coverage and prompt guest service.

• Thank guests with genuine appreciation and provide a fond farewell.

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

  Guest Services

• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/LossPrevention) as necessary to resolve guest call, request, or problem.

• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

• Receive, record, and relay messages accurately, completely, and legibly.

  Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

• Speak to guests and co-workers using clear, appropriate and professional language.

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

• Talk with and listen to other employees to effectively exchange information.

• Provide assistance to coworkers, ensuring they understand their tasks.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

  Working with Others

• Support all co-workers and treat them with dignity and respect.

• Develop and maintain positive and productive working relationships with other ambassadors and departments.

• Handle sensitive issues with ambassadors and/or guests with tact, respect, diplomacy, and confidentiality.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

  Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

  Assists Management

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

  Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.

• Enter and locate work-related information using computers and/or point of sale systems.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

  Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

  Check-in/Check-out

• Assign room according to guest request and preferences whenever possible.

• Accommodate requests for room changes when possible.

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.

• Communicate to appropriate staff that there are guests that are waiting for an available room.

• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

• Review out-of-order rooms daily to determine status and estimated date for return to room inventory.

• Review requests for late check-outs and approve according to occupancy.

• Ensure rates match market codes and that any exceptions are documented and include an explanation.

• Verify and adjust billing for guests.

• Pre-register designated guests and prepare key packets.

• Organize and coordinate check-in/pre-registration procedures for arriving groups.

• File guest paperwork or documentation.

• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).

• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.

• Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.

• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.

• Clear departures in computer system to document that rooms are no longer occupied.

  Reservations/Blocking Rooms

• Identify any over-commitments by room type (e.g., bedding, view, size).

• Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).

• Perform duplicate reservation checks.

• Confirm reservations and cancellations.

  Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

• Maintain and update database containing preferences of repeat and VIP guests.

  ESSENTIAL JOB DUTIES

Analytical Skills

· Problem Solving

· Decision-Making

· Computer Skills

· Learning

Interpersonal Skills

· Customer Service Orientation

· Interpersonal Skills

· Team Work

· Diversity Relations

Communications

· Communication

· Applied Reading

· Telephone Etiquette Skills

· English Language Proficiency

· Listening

· Writing

· Form, Report, and Log Completion

Personal Attributes

· Dependability

· Presentation

· Integrity

· Positive Demeanor

· Initiative

· Stress Tolerance

· Adaptability/Flexibility

· Safety Orientation

Organization

· Detail Orientation