Front Office Rooms Control Agent

Front Office Rooms Control Agent at Marc & Rose

(

Location:

Phoenix, AZ) (Salary: $50,000.00-$75,000.00)

Responsible for blocking all group and leisure guest reservations in Springer Miller system. Manages available room inventory in the system, including special requests, blocking specialty suites, long stay guests, VIPs, managing late departures, etc. Coordinates the “rooms not ready” with the Front Office during periods of heavy occupancy. Works with Housekeeping to ensure the most efficient cycle time in turning rooms over to Front Office.

Blocks all one and two-night “holes” in available inventory. Utilizes General Availability screen to identify potential inventory issues. Supports Front Desk staff by assisting at the Front Desk during peak arrival periods and break times and answering all F/D telephones and Zingles. Manages Zingle to keep “zings” and “templates” updated. Coordinates amenity delivery arrangements with Guest Suite Dining and ensures that rooms are “do not move” in Springer Miller system.

Assists with making the daily “T.I.G.S.” (Today in Guest Service). Ensures vital group information is on the T.I.G.S. for both Bell Desk and Front Desk. Pre-registers and pre-keys group rooms requiring satellite check-in or at the group’s request. Coordinates inventory management. Supports the Manager on Duty by assisting with room issues. Performs the functions of a Front Desk Agent during peak arrival or departure periods.

Completes GROUP Resume requests. Manages Front Desk duties/key station at the Oasis satellite area on specific, scheduled dates. Assists with Departmental New hire training needs. Oversees all 3rd party Accounting/Reconciliation billing needs.

During heavy arrival patterns when rooms are waiting and not available for guest arrival, the Rooms Control agent ensures the most efficient and equitable check-in process. The Rooms Control agent manages the Housekeeping Queue and checks rooms in based on time added to the queue and VIP status. The agent manages system with housekeeping dispatcher on “rushed” rooms, continuously checks availability in SM, and gives the next available guest in order of arrival.

Once a room is ready, the agent checks the room in and zingles the guest to come get their keys at the Secondary Desk or front desk. The agent answers all incoming phone calls and Zingles to alleviate phone pressure from F/D agents.

• Education:
  
  High School Diploma or equivalent required. College degree preferred.
• Experience:
  
  Prior hospitality experience preferred.
• Certificates or Licenses: N/A.
• Knowledge, Skills, And Abilities:
  • Ability to make quick and efficient decisions to benefit the company, team, and guest.
  • Ability to memorize and perform Grand Service Standards.
  • Ability to use a moderately complex computer system and troubleshoot software problems.
  • Ability to utilize a calculator to prepare moderately complex mathematical calculations without error.
• Personal Characteristics:
  • Behaves ethically.
  • Communicates effectively:
    Speaks and listens in a clear, thorough, and timely manner, and effectively reads and writes in English.
  • Professional Appearance:
    Exhibits an appearance appropriate for a four-diamond resort (Specific grooming standards are available for review).

Entry level

Full-time

Management and Manufacturing

Hospitality