Rooms Controller
HEI Hotels & Resorts · Atlanta, GA
- On site
- Full-time
- $45,000 / year
- Atlanta, GA
Job highlights
- Assist guests with hotel arrival and departure.
- Manage registration, key coding, and room assignments.
- Handle guest payments, including cash and credit cards.
- Resolve guest issues and complaints effectively.
- Promote HEI Hotels and Resorts programs.
About the role
About Us
Exciting things are happening at the Hilton Airport Atlanta and we want you to be part of our team, where we believe in our family style leadership model. Our primary focus is on driving the development of our team and fostering a culture of continuous growth and learning. Additionally our family enjoys the free transportation to and from MARTA station to the hotel and free lunch and dinner during working hours.
Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!
We value U.S. military experience and invite all qualified military candidates to apply.
Overview
Assist guests with arrival and departure from hotel, while providing positive guests experiences.
Essential Duties And Responsibilities
- Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
- Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs.
- Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
- Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
- Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
- Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
- Comply with attendance rules and be available to work on a regular basis.
- Perform any other job-related duties as assigned.
Qualifications And Skills
- Hotel experience preferred.
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Ability to stand and move throughout front office and continuously perform essential job functions with or without reasonable accommodation.
- Ability to access and accurately input information using a moderately complex computer system.
- Ability to observe and detect signs of emergency situations.
- Ability to establish and maintain effective working relationships with associates, customers and patrons.
- Effective verbal and written communication skills.
- Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.
Key skills/competency
- Customer Service
- Front Desk Operations
- Guest Relations
- Hotel Operations
- Problem Solving
- Communication Skills
- Computer Systems
- Cash Handling
- Conflict Resolution
- HEI Hotels & Resorts Brand Promotion
Skills & topics
- Rooms Controller
- Hotel
- Customer Service
- Front Desk
- Guest Relations
- Hospitality
- Atlanta Jobs
- HEI Hotels & Resorts
- Guest Experience
- Hotel Operations
How to get hired
- Tailor your resume: Highlight customer service, hotel operations, and conflict resolution experience relevant to the Rooms Controller role.
- Craft a compelling cover letter: Express your enthusiasm for HEI Hotels & Resorts and showcase how your skills align with their family-style leadership model.
- Prepare for behavioral questions: Anticipate questions about handling difficult guests, problem-solving, and teamwork. Use the STAR method to provide specific examples.
- Research the company: Understand HEI's commitment to diversity and inclusion, and their focus on team development.
- Showcase communication skills: Be ready to demonstrate your ability to communicate effectively and diplomatically with diverse guests and colleagues.
Technical preparation
Practice hotel reservation system navigation.,Review calculator for math accuracy.,Familiarize with payment processing systems.,Understand hotel key coding procedures.
Behavioral questions
Describe a time you handled an angry guest.,How do you prioritize tasks during busy periods?,Share an example of teamwork in a hotel setting.,How do you ensure guest satisfaction at checkout?
Frequently asked questions
- What are the key responsibilities of a Rooms Controller at HEI Hotels & Resorts?
- As a Rooms Controller at HEI Hotels & Resorts, you will be responsible for assisting guests with check-in and check-out, managing room assignments and key coding, handling payments, and resolving guest issues to ensure a positive experience.
- What is the work environment like at HEI Hotels & Resorts for a Rooms Controller?
- HEI Hotels & Resorts emphasizes a family-style leadership model with a focus on team development and continuous learning. They offer benefits like free transportation from MARTA, and complimentary meals during working hours.
- What qualifications are preferred for the Rooms Controller position?
- While hotel experience is preferred, HEI Hotels & Resorts values candidates with strong customer service skills, the ability to handle complex computer systems, effective communication and conflict resolution abilities, and mathematical skills for handling transactions.
- How does HEI Hotels & Resorts support employee growth in the Rooms Controller role?
- HEI Hotels & Resorts fosters a culture of continuous growth and learning, encouraging employees to develop their skills. They also highlight their commitment to building a diverse and inclusive workplace.
- What benefits does HEI Hotels & Resorts offer to its employees?
- HEI Hotels & Resorts provides a comprehensive benefits program including medical, dental, and vision insurance, vacation and sick leave, life insurance, disability plans, a 401(k) savings plan with matching funds, and employee discounts.
- Does HEI Hotels & Resorts encourage applications from candidates with diverse backgrounds for the Rooms Controller role?
- Yes, HEI Hotels & Resorts is dedicated to building a diverse and inclusive workplace. They encourage individuals to apply even if their experience doesn't perfectly match every qualification.
- What kind of customer interaction can I expect as a Rooms Controller at HEI Hotels & Resorts?
- You can expect to interact with a variety of internal and external customers, requiring patience, tact, and diplomacy to handle different situations, from welcoming guests to resolving conflicts.
- What is the compensation structure for a Rooms Controller at HEI Hotels & Resorts?
- This position is not tipped/service charge eligible and not eligible for a discretionary performance bonus. Compensation will be a base salary.