Rooms Control Agent

About the Company

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco, and Honolulu, with a growing Caribbean and Latin America footprint. The company provides expert guidance through all stages of the property cycle and has a proven record of developing diverse portfolios of lifestyle hotel brands, legacy brands, and independent hotels with contemporary programming and digital acumen.

About the Location

As the largest smoke-free, non-gaming hotel in Las Vegas, the 548-room Renaissance offers a fresh, welcoming alternative for business and leisure travelers. The hotel features modern design and sophisticated details in guest rooms, social venues, and the signature restaurant, ENVY Steakhouse. Guests enjoy complimentary programming such as 50-minute fitness classes, Kona Craft Beer, and in-room amenities upon arrival.

About the Role

The Rooms Controller Agent increases guest preference for the hotel and the Highgate Hotels brand by assigning rooms based on reservations and unique guest requests. This role manages the hotel’s guest room inventory while supporting front desk operations with reservation and room-related information.

Responsibilities

• Answer incoming calls professionally and courteously, assisting callers 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 the credit limit report daily.
• Review guest arrivals and trace files 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 challenges and inventory concerns to the front office team daily.
• Serve as the Front Office liaison with Sales, Convention Services, Housekeeping, and Engineering to ensure successful execution of group arrivals and room blocking.
• 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.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Maintain a complete understanding of house and guest room availability at all times.
• Manage all Out of Order and Out of Service rooms.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate all relevant aspects of the Front Desk computer system, including Opera.
• Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Balance and prepare individual paperwork for the closing of shift according to hotel standards.
• Monitor and action Nor1 eStandby upgrade requests to maximize hotel revenue.
• Monitor and respond to guest feedback via RealTime feedback and other forums.
• Manage all Mobile Check-In in a timely and efficient manner.
• Manage airline assignments and applicable pre-registration/pre-key processes.
• Maintain a clean work area.
• Assist the management team with rooms-related projects.
• Be familiar with hospitality terminology and emergency procedures.

Requirements

• Experience in a hotel or related field required.
• Experience with Opera required.
• Customer service experience required.
• Computer experience required.
• High School diploma or equivalent required; college coursework in a related field helpful.
• Flexible and long hours sometimes required.
• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to stand for long periods of time occasionally.

Qualifications

• Maintain a warm and friendly demeanor at all times.
• Effectively communicate verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Effectively listen, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all required hotel meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts toward productivity, identify problem areas, and assist in implementing solutions.
• Effectively handle problems, including anticipating, preventing, identifying, and solving them as necessary.
• Understand and apply complex information, data, etc., from various sources to meet appropriate objectives.
• Cross-train in other hotel-related areas.
• Maintain confidentiality of information.
• Show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

Pay

$18.00/hour