Rooms Control Agent

Hourly

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.

Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel

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The purpose of the Rooms Controller Agent Position is to increase guest preference of our hotel and Highgate Hotels brand. The Rooms Controller assigns hotel rooms to guests based on their reservation and unique requests and preferences. The Rooms Controller will maintain and manage the hotel’s inventory of guest rooms while supporting front desk operations with reservation and rooms related information.

Rooms Controllers are responsible for blocking VIP guests, managing Out of Order and Out of Service inventory, managing guest queue and discrepancies, performing room changes and guest follow up, managing and facilitating pre reg/pre key groups, managing all airline assignments and pre keys, managing guest upgrade requests/hotel upgrade revenue, receiving and responding to guest feedback via multiple feedback forums.

• Answer incoming calls professionally and courteously.
• Assist callers with needs and requests without transferring whenever possible.
• Monitor and manage hotel Room Type inventory, communicating concerns and identifying solutions.
• Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
• Run and complete credit limit report daily.
• Review Guest Arrivals and Trace File daily, following through on guest requests and preferences.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions.
• Communicate room’s challenges/inventory concerns to front office team on a daily basis.
• Serve as Front Office liaison with Sales and Convention Services to ensure successful execution of group arrivals.
• Serve 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.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and…