Rooms Controller

Description

The Hotel Cleveland is seeking a Rooms Controller to join their team. This Marriott Autograph Collection property opened in 1918, has 491 newly renovated rooms and 60,000 sq. ft. of meeting space. The Rooms Controller will ensure the effective management of group blocks, room inventory, VIP room blocking, assisting the Director of Revenue Management with putting rooms out of order, off market, and house use. The position will aide in maximizing yield management.

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are committed to providing you with:

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you.
• Discounts with our Crescent managed properties in North America for you & your family members.

ESSENTIAL JOB FUNCTIONS:

• Maintain positive and professional relations with all clients, guests, executive meetings, events, and catering teams and communicate with meeting planner(s) regarding changes to room blocks, guest rooms and suites.
• Answer telephone promptly and courteously. Enter guest reservations into the computer system quickly and accurately segmenting reservations into the appropriate category while using the hotel's selling strategy and knowledge of all rates, package plans, and hotel services, in order to close out sale and up sell the hotel as appropriate
• Ensure the group functions are completed in an accurate and timely fashion:
• Comprehensively review Group Resumes and Daily Function Sheets for accuracy and thoroughness.
• Ensures all Group VIPs, suites and rooms blocks are consistent to the Group Resume.
• Review arrivals for the day, block rooms for VIP’s, special service request codes, and comments.
• Generate the following reports (Expected Departures, Expected Arrivals, Duplicate reservations, VIP Report, Comments, Out of Order/Off Market reports)

• Utilize arrivals report to review Special Service Request rate codes, Package rates, and

• • Ensure blocking is complete for all special service requests
  • Assign show rooms; review out of order and off market rooms
  • Communicate with Housekeeping early departures, VIP, special room blocks
  • Ensure blocking is complete for future dates/days (days prior to arrival date)
  • Review blocked VIP rooms and communicate to Housekeeping
  • Check the Comments Report for room changes, late check-outs, and informational messages
  • Monitor Housekeeping status throughout the day for blocked VIP, Special Service Request, and Suite rooms
  • Check in-house guest list with an Arrival Report or System to make sure there are no duplicates and ensure Market Segment tracking is accurate
  • Charge credit cards for advance deposits for third parties such as: Travelweb, Orbitz, Travelocity, Priceline, and Hotwire
  • Enter Contract (Airlines) rooming lists into the PMS, block rooms, pre-key and check in
  • Attend weekly Group pick-up, resume meetings, and pre-convention meetings; prepare and communicate pick-up reports and rooming lists for each meeting
  • Maintain an awareness of general hotel availability at all times
  • Maintain a working knowledge of Convention Services, Sales, and Front Office areas, credit policy, different room types and hotel services
  • Change and cancel reservations as guest requests. Ensure upon canceling a reservation with deposit, proper coding is completed to advise on status of deposit
  • Take reservations for suites, properly filling in necessary information and blocking rooms.

Required Skills/Abilities:

• Previous hotel front desk or hotel sales experience highly desired.
• Marriott experience highly desired.
• Ability to read, write and communicate in English

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)