Rooms Controller

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Begin Your Rosewood Journey

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day.  If you share the same sentiment, then this opportunity is for you.

The Carlyle, A Rosewood Hotel is currently recruiting for a Rooms Controller.

The ideal candidate will provide prompt, courteous, and efficient handling of all requests for leisure, corporate and consortia room reservations, changes, cancellations, revenue commitments and details. Maintain balanced room inventory. ensure guests preferences and requests are detailed and communicated to appropriate departments.

Essentials Duties & Responsibilities

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

Ensure that Forbes standards are maintained at a superior level daily.

Anticipate guests’ needs, respond promptly, and acknowledge all guests in an appropriate time frame.

Always maintain positive guest relations.

Assign rooms according to guest requests and preferences whenever possible.

Balance inventory to ensure straight-line availability during busy periods, block rooms.

Pre-register designated guests.

Review out-of-order rooms daily.

Responsible for the managing the rooms turn, coordinating with all operational departments to ensure a smooth arrival process for all guests.

Ensure rates match market codes and document exceptions.

Ensure all billing is set accordingly and is entered into Opera prior to guest arrival.

Collaborate with the accounting team on billing issues.

Handle guest phone calls, email and messages.

Perform duplicate reservation checks, block rooms. Run daily reports.

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

Merge duplicate profiles and ensure that all company standards are upheld regarding formatting of profile notes.

Ensure all Guest Preferences are directed to correct departments and communicate to ensure requests are completed in a timely manner.

Attend key meetings such as Ops Meeting VIP Arrivals, Resume and BEO meetings.

Monitor FHR/ CENT/VIRTUOSO reservations and block rooms according to check/out & check in time.

Maintain complete knowledge of: All hotel facilities/services, hours of operation.

All guest room layouts, bed types, decor, appointments, and locations.

Room availability for any given day.

Restricted dates, rates, and room types.

All room rates, packages, and promotions.

Specific arrangements between hotel and travel agencies, corporate reservations center.

Entertainment/special events scheduled in the hotel.

Prepare and review written documents accurately, completely and in a timely manner

Answer telephones using appropriate phone etiquette.

Coordinate tasks and work with other departments.

Maintain confidentiality of guest information and pertinent hotel data.

All other duties as required.

Required Skills –

Detail oriented and hands on, being able to maintain an organization in a multi-tasking environment.

Team player with strong interpersonal skills, capable of engaging emotionally with guests and colleagues.

Comply with quality assurance expectations and standards as directed by management (Forbes, LQA and Rosewood Brand Standards).

Must be able to perform job functions with attention to detail, speed and accuracy

Be a clear thinker, remaining calm and resolving problems using good judgement

Follow directions thoroughly

Understand a guest’s service needs

Work cohesively with co-workers as part of a team

Work with minimal supervision

Maintain confidentiality of guest information and pertinent hotel data

Prior exposure to Front Desk/Reservation/Rooms Controller position

Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Ability to be resourceful, creative and maintain flexibility

Ability to perform mathematical operations with units of measure including, but not limited to dollars, cents, feet, inches, cups, pounds and ounces

Required to speak, read and write English, with fluency in other languages preferred

Must be able to exert physical effort in transporting 15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

ABOUT THE CARLYLE, A ROSEWOOD HOTEL  

Built in 1930, The Carlyle, A Rosewood Hotel is a New York City luxury hotel that exudes charm and elegance. For generations, it has been the “home away from home” for world leaders, celebrities and sophisticated travelers. Guests discover remarkable privacy, luxury and impeccable service from this award-winning property. The Carlyle has consistently been recognized as one of the top hotels to stay by the world’s leading publications, travel magazines and consumer organizations. 

ABOUT ROSEWOOD HOTEL GROUP

Rosewood Hotel Group, one of the world’s leading hotel companies, encompasses three brands: Rosewood Hotels & Resorts®, New World Hotels & Resorts® and KHOS™. Its combined portfolio consists more than 40 hotels in 19 countries. Known for distinctive, refined service in cultures throughout the worlds. We want to be progressive in our service yet remain timeless. Whether you work with us to stay with us, Rosewood Hotel Group creates enduring relationships in engaging environments.

The group’s foundation is its commitment to “Relationship Hospitality” – a belief that true hospitality springs from the nurturing and building of strong and lasting relationships with fellow associates, guests, partners and the communities in which its hotels operate. By doing so, Rosewood Hotel Group strives to become the industry leader in delivering the true meaning of hospitality.

Competitive Benefits

Medical, dental, vision and retirement benefits

Paid holidays

We encourage personal and professional growth. Continue the Rosewood Journey through global talent development opportunities.

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Job Requirements

Qualifications

Experience: Minimum 1 year experience in a similar capacity for a luxury or ultra-luxury property.

Education: Bachelor degree or equivalent work experience

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Last sync: 2022-07-28 20:45:23

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The Rosewood Corporation
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