Front Desk Rooms Controller

Responsibilities

• Aid in completing Front Desk Agents' end-of-day reports, including shift closings, deposits, refunds, miscellaneous charges, and guest responses.
• Prepare the Daily Scoop Sheet to communicate resort activities.
• Maintain room blocking 10 days out and assign rooms according to guest guarantees, requests, and preferences.
• Manage one-night reservations to avoid “holes” if sell-out is expected.
• Accommodate room change requests when possible.
• Review and approve late check-outs based on occupancy.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Pre-register designated guests and prepare key packets.
• Work with housekeeping to clear departures in the computer system daily.
• Identify and address any over-commitments by room type.
• Collaborate with the sales department to obtain and prepare group cover sheets and resumes.
• Assist as a front desk “Lead” during times of low occupancy.
• Resolve guests’ requests, complaints, or questions within scope of authority; escalate issues to management when necessary.
• Handle safe deposit box requests and secure guest valuables.

Qualifications

• Enthusiastically greet guests, maintain hospitality standards, and use polite conversation and professional tone.
• Have great attention to detail, accurate reporting skills, and the ability to work under pressure in a fast-paced environment.
• Follow Driftwood and Margaritaville Lake Resort policies and procedures meticulously.
• Be organized, able to prioritize tasks, and multitask for quality services.
• Communicate effectively orally and in writing, handle difficult situations, and initiate communication with management when needed.
• Take pride in a job well done and preserve hotel security, property, and privacy.
• Have a comprehensive understanding of the English language for effective communication.
• Have a flexible schedule and be available for days, nights, weekends, and holidays.
• Have good computer skills, including typing 40 words per minute or more.
• Adhere to the dress code outlined in the Driftwood Hospitality Associate Handbook.

Physical Requirements

• Writing, typing, walking, bending, stretching, repetitive motions, and standing for long periods (up to 8 hours with a half-hour lunch break).
• Pushing, pulling, lifting and carrying up to 25 pounds occasionally.
• Communication with guests and staff, audible alarm systems.
• Visual acuity for near/distance vision and color perception.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts