Rooms Controller

Rooms Controller

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy, and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn. Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National Park, skiing on world-renowned slopes, and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery, and adventure. This is not simply our job, it's our passion.

Job Summary

The main duty of this position is to assign guest accommodation according to their needs, preferences, requests, and operation, monitor guests' arrivals and departures, billing, guests' inquiries, and providing a personalized guest experience overall.

Key Duties and Responsibilities

• Assign rooms for upcoming guest arrivals at least 30 days in advance
• Complete peak season room assignments 90 days in advance for Front Of House Manager review
• Maintain group bookings and assign rooms when rooming lists are finalized
• Utilize Alice system to communicate staff and guest preferences (rooms, location, etc.)
• Monitor room status according to arrival and departure times
• Assign show rooms and hospitality rooms as needed
• Identify upselling opportunities and organize accordingly
• Support operations at Porte Cochere by controlling arrivals, departures, and luggage pickup
• Coordinate "perfect room" program with Engineering/Facilities
• Implement process for room changes and work to reduce percentage of room changes
• Perform check-ins and check-outs
• Support handling complaints and resolving conflicts
• Complete check-in and guest registration
• Ensure check-outs are completed in a timely manner
• Maintain close communication with Housekeeping on check-outs, room moves, and forecasted occupancies
• Understand and implement all emergency plans
• Manage upselling program, achieve goals, and prepare reports for Front Of House Manager
• Maintain detailed knowledge of all room categories, packages, promotions, and rates
• Adhere to credit control procedures
• Ensure maximum room occupancy and yield in line with rate policies
• Ensure all charges are correctly entered onto guest folios
• Balance float, cash, and credit card takings for each shift
• Review high balances and reauthorize accordingly
• Process financial transactions using Planet and American Express terminals
• Proficiently use ALICE for daily tasks including room changes, effective departures, guest itineraries, and daily pass-on
• Handle individual and group reservations appropriately
• Utilize OperaCloud for billing, room availability, check-ins, check-outs, guest profiles, no-show charges, etc.
• Organize emails in specific folders and maintain system organization
• Ensure all equipment (printers, terminals, VING, etc.) functions correctly
• Complete daily checklists during shift handovers
• Strictly adhere to PPE requirements and safety/hygiene measures
• Follow Lost & Found Policies and Procedures
• Maintain workspace cleanliness and disinfection
• Follow grooming standards established by the resort
• Ensure Joy and ultra-luxury standards established by the resort
• Attend training with punctuality and contribute to a positive work environment
• Maintain fluent communication with all departments
• Address guest concerns confidently and follow up appropriately
• Run daily activities, reporting, and operations of the Front Desk
• Provide immediate assistance to guests
• Interact with customers regularly to obtain feedback
• Follow LQA & Fobes Standards related to Front Office operations
• Focus on guest satisfaction and continuous improvement
• Analyze information to solve problems effectively
• Ensure compliance with all policies, standards, and procedures
• Participate in discussions affecting Front Office department

Skills, Experience & Educational Requirements

• Experience and Customer Service
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational skills
• Leadership skills with a problem-solving ability
• Reliable and result driven
• Communication skills
• Use of ALICE and OPERA
• Goals focus oriented
• Ability to work under pressure
• Outspoken and organized

Benefits

• Medical insurance - 80% of premium paid by employer*
• Health Savings Account with $50 employer contribution per pay period*
• Dental, vision & life insurance - 100% of premium paid by employer*
• 5 weeks of PTO (Paid Time Off)*
• 8 paid holidays*
• Uniform provided & complimentary laundering
• Complimentary transportation to/from resort
• Complimentary meal per shift
• Subsidized housing based on availability
• Discounts at F&B outlets on property
• 14 nights per year at $100/night* at Kerzner Properties worldwide
• Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership*

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 50 pounds
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.