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Rooms Controller at PGA National Resort responsibilities:
FRONT DESK / GUEST RELATIONS
Thorough knowledge of all front desk and guest services department operations and individual job requirements.
• Carry out all reasonable requests of which you are capable of performing.
• Ensure effective departmental communication and information systems through logs, department meetings, and hotel meetings.
• Maintain Business Center and assist guests as needed.
ASSOCIATE RELATIONS
• Create and nurture a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing service.
• Be readily available & approachable for all team members.
• Take proactive approaches when dealing with associate concerns.
• Extend professionalism and courtesy to team members at all times.
• Celebrate and foster decisions that result in successes as well as failures.
GUEST RELATIONS
• Be readily available/ approachable for all guests.
• Take proactive approaches when dealing with guest concerns. Follow property specific second effort and recovery plan.
• Extend professionalism and courtesy to guests at all times.
ROOMS CONTROL SKILLS
• Assist the hotel operation by completing the following responsibilities:
• Blocking rooms for same day arrivals, ensure all requests are accommodated and inventory is balanced
• Blocking rooms daily for all future reservations booked in premium, specialty and ADA room types.
• Blocking rooms for all groups with special requests, 3 weeks prior to arrival.
• Audit Room Chart to identify and resolve any room night holes, especially when approaching high occupancy dates.
• Act as Front Office liaison, communicating pertinent information to various teams as presented at meetings.
• Meet with all group contacts, ensure all group requests and contractual agreements/concessions set up accordingly.
• Communicate with Manager regarding status of groups.
• Communicate hourly with Housekeeping regarding VIP arrivals and expediting ANCI rooms.
• Run hourly house counts and confirm selling strategy with Manager/ Supervisor.
• Confirm upcoming reservations for duplicate bookings/errors.
• Verify billing instructions for Wholesale, OTA, Package & Group reservations prior to arrival, when possible.
• Review out-of-order rooms daily, confirm with status with Engineering/Housekeeping.
• Coordinate, assign & block Site Visit Showrooms in advance with Sales/CCS Teams.
• Confirm with Sales/CCS day prior to Site Visit, communicate to Engineering/Housekeeping & ensure prepared properly
• Audit reservations daily for accuracy of tariffs in conjunction with guest type, segments, file cards, etc.
• Audit guest billing accounts daily, rectify any errors found, specifically but not limited to Wholesale, OTA, Package & Group markets.
• Enter and locate information using computers and/or POS systems.
• Willingness and ability to train new associates.
• Communicate pertinent shift information to Manager/ Supervisor and team members both verbally and in writing via email. Update as necessary.
• Pass-on pertinent information to next shift. Group information, current selling strategy, follow-up required for guests or shift responsibilities.
PBX SKILLS
• Familiar with property, departments, hours of operation, and services of the hotel.
• Answer Front Desk phones within 3 rings using proper greeting and etiquette.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Understand and carry out specific duties for: fire alarms, bomb threats, and medical emergencies.
• Ability to make long distance, international, or special billing telephone calls.
• Monitor/respond to guest written requests via Front Desk Email / Zingle messaging service.
• Receive and deliver clear and professional messages in PMS and offer assistance with voice mail.
• Answer basic Front Office related questions.
• Properly send, receive, and log faxes in a timely manner.
• Properly accept, log, and maintain mail in an organized manner.
• Report, log, and follow-up on telephone equipment malfunctions.
• Confirm, record, and deliver wake-up calls (using manual sheet and/ or switchboard).
• Use and explain the use of TDD equipment for hearing impaired.
• Assist team in completing daily responsibilities.
Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience: High school diploma or equivalent, two years of experience in a resort/hotel front office, knowledge of general front office/accounting procedures, proficiency in computer software applications to include: VisualOne PMS, InfoGenesis and Delphi preferred, all Microsoft based systems, strong level of proficiency in Excel, strong organization and maintenance skills, detail oriented, effective leadership, organizational and communication skills, strong team player, enthusiastic to learn and accomplish the Front Office Department & PGA National Resort & Spa overall goals.
Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Before making the decision, know what is at stake and know the consequences.
Other Skills and Abilities: Ability to communicate and work well with fellow employees and maintain a presentable appearance, behavior and manner at all times.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is frequently required to talk or listen.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. If the situation becomes uncomfortable for you to handle, ask for supervisor’s assistance.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
