Rooms Controller

Full-Time

Arlo Hotels an independent lifestyle hotel is now actively seeking a dynamic Room Controller.  Are you someone who is passionate about people, driven by purpose, and clever in your approach? If so keep on reading!! Here at Arlo we strive to create a sense of awe that leaves those we touch wanting more”…..  

Responsible for welcoming and assisting in setting the tone for a guest’s experience through the coordination and organization of the hotel’s guest room inventory, and will act as a liaison between the Housekeeping, Front Office, and Revenue department regarding the status and distribution of all guest rooms. 

• Always treat guests with courtesy and respect in a variety of situations 

• Honesty & Integrity 

• Connects with guests on a daily basis, provides exceptional customer service and creates memorable experiences 

• Responds to guest complaints promptly and professionally.  

• Reports guest concerns or comments to the Front Desk Supervisor/Duty Manager 

• Establishes and develops long term customer relationships providing value and profitability 

• Enhances our guests’ stay by creating an inviting atmosphere  

• Coordinates and multi-tasks job duties in an active environment 

• Organizes guest room movies 

• Controls inventory on sell-out days 

• Supervisors upgrades 

• Handles VIP arrivals and information 

• Assist at the front desk with check-in, check-out and overall front desk operations during peak business periods, staffing shortages, or as directed by hotel leadership. 

• Answer incoming guest calls and assist with inquires, guest requests, and service recovery as needed. 

• Support monitoring of the DC Hosts email inbox, ensuring guest requests, operation communications, and follow up items are addressed in a timely manner. 

SPECIFIC DUTIES 

Room Inventory 

• Block early arrivals, special needs guests, & VIP’s 

• Orchestrate room moves, communicate & expedite guests waiting for rooms  

• Review/Track/Accommodate requests for room/check-out changes when possible 

• Review all group resumes & ensure all appropriate information is communicated to employees 

• Meet with Sales Coordinator & Revenue Mgr. daily 

• Ensure VIP rooms and key packets; Site showrooms are all ready by 1PM, or by the appropriate arrival time if known 

• Approach all encounters with guests, employees and members in a professional and personalized manner 

• Actively participates in daily briefings and meetings 

• Ensures that the safety & confidentiality of all matters pertaining to guests and members are met in accordance with hotel standards 

Reservations 

• Confirm reservations and cancellations.  

• Review out-of-order rooms daily.  

• Ensure rates match market codes and document exceptions.  

• Identify any over-commitments.  

• Perform duplicate reservation checks; block rooms.  

• Complete Rooms Controller checklist.  

• Coordinate pre-registration and pre-key preparation for groups with contracted pre-key services, including airline crews and other designated groups. 

• Use selling techniques to make reservations that support the properties selling strategies.  

• Maximizes yield opportunities and meets revenue goals, as established by leadership. 

• Assign suites, specialty room types, and ADA rooms in advance 

Analysis Duties 

• Manage the processes associated with demand, revenue, forecasting, opportunity analysis, and inventory management. With hotel leadership and revenue management team, implement hotel pricing strategy of transient and group business. 

• Partner with marketing to drive direct business, elevate reputation, and identify future market opportunities and effectively communicate through the organization 

• Ensure daily communication between Reservations and Front Office regarding inventory, and Group/Convention arrival 

• Ensure that inventory - brand availability and overbooking – parameters are monitored. 

• Ensure all FIT promotions are built properly in CRS 

• Responsible for issuing stop sells when needed 

• Building strong partnerships with internal customers and outside vendors 

• Assist DRM to upload STR information through STR and internal report 

• Build all rate codes and oversee Packages 

• Possessing excellent communication and leadership skills and are a strong, creative problem solver 

• Proactive, self-starter who can work well both independently and as part of a team 

• You are confident and have the ability to think clearly and strategically on your feet and under pressure 

• You love to negotiate and create win-win situations for customers, owners, and reservations team alike 

• Minimum of Hospitality, Retail or Services related industries experience preferred 

• Must be able to stand for periods of time (Up to 6 hours)  

• Efficient in Computer and Typing Skills. 

• Ability to lift 50lbs