Resort Rooms Controller

Job Title

To ensure flawless execution of all package guests (group and transient) throughout their stay. Coordinate all on property activities prior to arrival (golf, spa, restaurant reservations, etc.). Act as internal liaison between departments to audit and ensure that both transient and group packages are built to absorb all elements properly. Check all package guests' bills prior to check out to ensure guests receives an accurate reconciled folio on departure day.

Essential Job Functions

• Responsible for pre-arrival experience: welcome email to contact all incoming package and transient guests to arrange all property activities. Develop pre-email/pre-call schedule for all.
• Ensure all activities are noted in all systems as to whether included in package or additional fees to guests.
• Communicate with internal team (reservations, accounting, golf, spa, and restaurants) to ensure proper rates are being used at POS to ensure elements are properly absorbed. Ensure proper billing notes for everything in addition to package is clear
• Email all incoming package guests with confirmations detailing package inclusions, itineraries, and rates.
• Email all incoming transient guests with confirmations of on property activities
• Create welcome packets for all package guests detailing package inclusions, itineraries, and rates
• Pre-Check out: daily folio checks/bill reconciliation for all package guests (transient and group) to ensure packages absorb elements properly and any overages on guests' folios are validated.
• Post-Check out: send thank you email with copy of guests' folio
• Regular attendance in conformance with the standards, which may be established by PGA National Resort and Spa from time to time, is essential to the successful performance of this position.

Education/Experience

High School graduate or equivalent required. The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to read, listen and communicate effectively in English.
• Ability to access read and accurately input information using a moderately complex computer system.
• Ability to effectively deal with both internal and external guests, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the guest and providing positive and proactive solutions.
• Experience with Versa PMS
• Resort package knowledge

Requirements

Language Skills: English (Spanish as a second language preferred)

Other Skills and Abilities: OTHER:

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.

Regular attendance in conformance with the standards, which may be established by PGA National Resort and Spa from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Physical Demands

• While performing the duties of this job, the employee will be sitting for extended periods of time answering and sending emails. Might regularly stand, walk, and talk. The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone and copier machine.

Work Environment

Work will mostly be conducted indoors.