Rooms Controller - Loews Hotels Universal Orlando
Core
Oversees guest registration, check-out, and account settlement while supporting front desk operations and coordinating with housekeeping and engineering at a world-class resort.
Role type
Senior operational support specialist (front office)
Builds
Seamless guest arrival and departure experiences
Domain
Hospitality / Hotel Operations
Deliverable
product features
Required skills
Guest services, Property Management Systems, Opera, HOTSOS, English communication, multitasking, attention to detail
Preferred skills
Guest services experience, Opera, HOTSOS
Technologies
Opera, HOTSOS
Responsibilities
Oversee friendly and efficient registration and check-out of hotel guests; Assist Front Desk Agents in satisfying guest requests and resolving complaints; Print occupancy, arrivals, departures, and back-up reports; Review Specials Report for arriving guests to coordinate special services; Block relocated guests returning to the hotel; Communicate special requests to Housekeeping; Coordinate with Room Service for amenity deliveries; Monitor and ensure completion of all room changes; Check for duplicate reservations daily; Monitor clearing of due-outs, Express Checkouts, no-shows, and Pre-Registered guests; Process charges for late check-outs; Check status of Out-of-Order rooms daily; Monitor availability of showrooms for Sales & Conference Management; Review group resumes to verify billing procedures and VIP requests; Conduct daily line-ups; Monitor arrivals to ensure rooms are ready by check-in time; Clear departures by working with Housekeeping; Ensure all guest departure calls are completed daily; Accurately report guest needs and problem resolution; Monitor room category and bedding availability up to three days in advance to prevent overbooking; Monitor rollaway, microwave, and amenity requests up to seven days in advance; Monitor all Master accounts for check-in and extensions; Ensure adherence to Loews Hotels Star Service standards.
Seniority
Entry-level to Mid-level, hands-on IC