Rooms Control Agent

Oversee room assignment, inventory control, and guest request follow-through while supporting Front Desk operations onsite in Las Vegas.

Responsibilities

• Answer incoming calls professionally and courteously.
• Support callers with needs and requests, aiming to resolve without transferring whenever possible.
• Monitor and manage Room Type inventory; communicate concerns and identify solutions.
• Respond to guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Run and complete the credit limit report daily.
• Review Guest Arrivals and Trace File daily; follow through on guest requests and preferences.
• Follow all cash handling and credit policies.
• Stay current on rates, packages, and special promotions.
• Provide daily communication to the front office team regarding room challenges and inventory concerns.
• Act as Front Office liaison with Sales and Convention Services for successful execution of group arrivals.
• Act as Front Office liaison with Housekeeping and Engineering to manage and block guest rooms as necessary.
• Be aware of closed out and restricted dates.
• Manage discrepancies and queues quickly and efficiently.
• Collect all necessary information when taking room reservations and follow the rate-quoting scenario.
• Use hospitality terminology accurately.
• Know emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Maintain full understanding of House and guest room availability at all times.
• Manage Out of Order and Out of Service rooms.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate relevant parts of the Front Desk computer system.
• Complete shift checklist tasks in a timely and efficient manner.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Monitor and action Nor1 eStandby upgrade requests to maximize hotel revenue.
• Monitor and respond to guest feedback via RealTime feedback and other necessary feedback forums.
• Manage Mobile Check In in a timely and efficient manner.
• Manage Airline assignments and applicable pre reg/pre key processing.
• Maintain a clean work area.
• Assist management with rooms-related projects.

Requirements

• Experience in a hotel or a related field required.
• Opera experience required.
• Customer Services experience required.
• Computer experience required.
• High School diploma or equivalent required.
• College course work in a related field helpful.
• Flexible schedule with long hours sometimes required.
• Light work: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to occasionally stand during long periods of time.
• Maintain a warm and friendly demeanor at all times.
• Effective verbal and written communication with employees and guests.
• Effective listening, understanding, and clarification of concerns raised by employees and guests.
• Ability to multitask and prioritize to meet deadlines.
• Attend required hotel meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards as required by scheduling.
• Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations supporting safe and efficient hotel operations.
• Maximize productivity, identify problem areas, and assist in implementing solutions.
• Ability to anticipate, prevent, identify, and solve problems as necessary.
• Ability to understand and apply complex information and data from multiple sources.
• Ability to cross-train in other hotel-related areas.
• Ability to maintain confidentiality of information.
• Show initiative, anticipating guest and operational needs.
• Perform other duties as requested by management.

Technology

• Opera
• Nor1 eStandby
• RealTime feedback
• Front Desk computer system

Compensation

• Hourly: $18.00/hour