Rooms Control Representative

Summary:

The Rooms Controller coordinates and processes group reservations, guest requests, and rooming list to ensure excellent guest service.

Responsibilities

• Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission and the White Lodging/brand basics. Understand the White Lodging Way.

• Assist Front Desk leaders with credit report and follow-up.

• Ensure proper handling of airline contract rooms (where applicable).

• Set up, process and finalize room blocking.

• Prepare Express Check-ins.

• Check trace file for arriving groups.

• Interact with Sales Managers regarding the proper handling of their groups.

• Interact with Housekeeping regarding VIP arrivals and expediting rooms.

• Run necessary reports for shift.

• Set up mailbox arrivals.

• Check and verify reasons for all rooms out of service for maintenance.

• Always answer telephone within three rings with a smile and answer calls using good listening and communications skills to secure the information necessary to ensure the guest has an excellent stay.

• Check house count and establish selling position with shift manager; keep current throughout shift.

• Pre-block special requests, packages, VIP, Frequent Stay suites, and members (Marriott Rewards, Hyatt Passport, Hilton Honors, etc.).

• Ensure all guaranteed room types and special requests are met.

• Prepare coupons and other amenities for guests on special package rates.

• Follow correct check-in/check-out procedures for all guests.

• Ensure resume information is correct and set up correctly in PMS.

• Be able to properly operate and explain TDD operation for guests.

• When applicable, take same day reservations at desk. Know cancellation policies and walk procedures.

• Ensure that all pre-registration and key packeting needs are met.

• Ensure that the requirements for daily check lists are met.

• Process and research Guaranteed No-Shows related to groups. Advise member of the Front Office leadership team how to handle such no-shows. Inform sales/event management of no shows.

• Handle special event booking as assigned by management, including blocking, deposits, and tracking procedures.

• Reinforce the suite booking process.

• Communicate information accurately.

• Have knowledge of room locations, types, building layout, and hours of operations.

• Ensure security and confidentiality of all guest and hotel information and material.

• Report maintenance issues.

• Maintain a clean and orderly work area in accordance with hotel standards. Complete daily/weekly cleaning schedule.

• Participate in daily preshift.

• Utilize property Service Recovery/Defect Tracking processes.

• Report unsafe conditions and suspicious activity to Loss Prevention/Management.

• Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as needed. Use personal protective equipment.

• Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints.

• Promote teamwork and associate morale.

• Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation, and hotel surroundings (i.e. mall, restaurants).

• Follow proper key control procedures.

• Perform other duties as assigned

Other Information

COMPETENCIES

• Job Knowledge

• Quality of Work

• Quantity of Work

• Guest Focus/Customer Service

• Reliability/Dependability

• Motivation/Initiative

• Flexibility/Adaptability

• Perseverance

• Organization Skills

• Effort

• Judgement/Problem Solving

• Cooperation/Teamwork

SKILLS

• Must pass certification quiz/test for position.

• Proficient on computer functions including PMS, MARSHA, Passkey, Delphi, and MS Office.

EDUCATION/EXPERIENCE

• None required

WORKING CONDITIONS

• Lift, carry or otherwise move up to 10 lbs. regularly.

• Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.

• Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.

• Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.

Location Code: 2558

AUSTIN T

Posted:

12/09/2025

Job Reference #:

H1614