Rooms Controller

Description:

The Le Méridien & Sheraton Charlotte is seeking an engaged, guest service oriented professional to join our team as a Rooms Controller. Rooms Controller will manage room availability, standards, and coordination across teams to consistently achieve high guest satisfaction results.  

Responsibilities:

Reservations & Pre-Arrival Preparation

· Create and manage reservations in Hotel Beds, Hotel Tonight, and Rocket Stay systems.

· Review Canary daily and process all guest requests in a timely manner.

· Verify that payment is correctly set up on all third-party reservations for arrivals within the next three (3) business days.

· Prepare pre-key group envelopes, assist with room blocking, and create room keys on the day of group arrivals.

Guest Experience & Loyalty Program Management

· Review GXP daily for guests arriving within the next three (3) days, identifying actionable items such as birthdays, anniversaries, room upgrade or location requests.

· Collaborate with AYS to create amenity requests and coordinate room deliveries for VIP and special-occasion guests.

· Conduct a five (5) day advance review to upgrade eligible Bonvoy Elite Members, ensuring their benefits are recognized and fulfilled.

Inventory & Occupancy Management

· Partner with management five (5) days out to assist in balancing room types and inventory between both towers.

· On oversold nights, work closely with management to complete the oversell checklist, maximizing occupancy while minimizing guest displacement (“walks”).

Operational Support

· Act as the Front Office liaison between Housekeeping and Engineering, ensuring room statuses are accurate and rooms are managed or blocked as necessary.

· Assist in managing pending rooms to support timely availability for arriving guests.

· Provide Front Desk support during peak periods, including guest check-ins and check-outs. 

Support:

Must have a comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors.

· Ability to accurately report information. 

· Ability to scrupulously follow all StepStone and hotel policies and procedures.

Attend required meetings. 

Personal Effectiveness:

· Projects and assignments are completed thoroughly, professionally, and with care.

· Adjusts to high-pressure conditions and is open to change.

· Excellent organizational skills and attention to detail.

· Ability to multitask and communicate effectively across departments.

· Assumes responsibility for personal growth and development.

Conducts him\herself (acts and dresses) professionally at all times; sets standards for all associates. 

Communication:

· Understands and communicates the StepStone Culture and core values.

· Expresses ideas and conveys information clearly, effectively, and professionally.

· Actively listens to others.

· Conveys company information, decision, or problems to appropriate parties on a timely basis.

Works to resolve disagreements and is respectful of peers and co-workers. 

Physical Requirements: 

These are required of every associate.

· Minimum lifting of 20 pounds.

· Pushing, bending, stooping, upward reaching, manual dexterity.

· Hearing, writing, typing.

· Minimum pulling of 20 pounds.

Additional responsibilities:

· Must have a comprehensive knowledge of all hotel departments and functions.

· Previous hotel front office or reservations experience required; Rooms Controller or Front Office Supervisor experience preferred.

· Strong working knowledge of Lightspeed and Marriott systems (GXP, MARSHA, etc.) preferred.

· Must have a knowledge of applicable Federal, state, and local health, safety, and legal regulations.

· Must have a knowledge of mathematical and computer skills.

· High school education and relevant training and experience preferred.

· Ability to timely obtain any required licenses or certificates.

· CPR training required; first aid training preferred.

· Additional language ability preferred.

· Flexibility to work weekends, holidays, and varying shifts as needed.