Rooms Controller - Loews Hotels Universal Orlando

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida's Top Workplaces and one of America's Best-in-State Employers by Forbes, we are committed to our "power of we" culture.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.
• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.
• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.
• We invest in training and development opportunities for all team members.
• We promote social responsibility by being a good neighbor in the community.
• We care for you, just as we care for others.

Who We Are : Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here ; you'll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

Oversees the friendly, professional, and efficient registration and account settlement of hotel guests commensurate with the demands of a world-class resort by providing support to the Front Desk Agents & Management. Serves as a liaison between the Front Office Agents, and Front Office Management, Housekeeping, and Engineering.


Qualifications:

• Minimum of one year guest service experience in hotel hospitality
• Previous experience as a Front Desk Agent is preferred.
• Excellent guest service skills required
• Advanced computer skills; Opera experience preferred.
• Ability to stand and walk for long periods of time required
• Ability to communicate effectively in English verbally and written with team members, leaders and guests required.
• Must be able to work a flexible schedule, nights, weekends and holidays as required.

Essential Functions and Responsibilities:

• Oversees the friendly, professional, and efficient registration and check-out of hotel guests, including assisting the Front Desk during peak periods
• Assists Front Desk Agents in satisfying guest requests and resolving guest complaints
• Trained and skilled to perform all Front Desk, Reservations, and Star Service functions as needed based on operational demands
• Prints occupancy, arrivals departures, and back-up reports on a timely basis
• Reviews Specials Report for all arriving guests on a daily basis to ensure appropriate pre-blocking of rooms and to coordinate special services to be provided
• Block relocated guests who will be returning to the hotel
• Communicates all special requests to Housekeeping
• Coordinates with Room Service to ensure accurate and timely amenity deliveries
• Monitors and ensures completion of all room changes
• Check for duplicate reservations on a daily basis
• Monitors clearing of all due-outs, Express Checkouts, no-show's, Pre-Registered guests
• Process applicable charges for late check-outs (12pm)
• Checks the status of all Out-of-Order rooms on a daily basis
• Monitors availability of showrooms for the Sales & Conference Management departments
• Reviews group resumes to verify group billing procedures, VIP's and special requests
• Responsible for conducting daily line-ups
• Monitor arrivals to ensure that rooms are ready by check in time
• Clear departures by working closely with Housekeeping Department
• Ensure all guest departure calls are done a daily basis
• Accurately report guest needs and problem resolution
• May interact with customers in person, as well as other departments.
• Must be able to handle multiple tasks at once with attention to detail
• Ability to work independently
• Excellent people skills.
• Assist with the preparation of 'remote' and 'reserved' registration and check-out of groups
• Prints group no-show, in-house, and arrivals report on a daily basis
• Answers telephone expediently and addresses complaints, problems, special requests and non-related desk questions, making sure to log phone complaints and requests
• Familiarity with daily hotel occupancy reports, status of available rooms, etc.
• Monitor room category and bedding availability, up to three days in advance, in order to prevent overbooking
• Monitors rollaway, microwave and other amenity requests up to seven days in advance in order to ensure availability, and accurate billing was completed
• Monitor all Master accounts to ensure that they are checked-in and extended as required
• Ensures adherence to all Loews Hotels Star Service standards
• Other duties may be assigned as business demands

Supportive Functions and Responsibilities:

• Maintains clean and excellent condition of Rooms Control & Back Office area and equipment
• Maintains proper stock of all supplies in Back Office Area
• Executes emergency procedures in accordance with hotel standards
• Notifies appropriate individuals and departments of any problems or unusual matters of significance
• Attends all appropriate hotel meetings and training sessions
• Is polite, friendly, and helpful to guests, employees, and management
• Promotes and applies teamwork skills at all times
• Complies with all hotel standards, policies, and rules
• Complies with safety regulations and procedures
• Remains current on hotel information and changes