Rooms Controller

At HEI, we recognize that our success is the result of our greatest asset: Our People. We honor the privilege of our associates choosing us by investing in and making them more valuable. The Courtyard Orlando Lake Buena Vista in the Marriott Village is part of a complex of four Marriott Properties located between Walt Disney World and Universal Studios.

About the role

Assist guests during the reservation process.

Responsibilities

• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication.
• Listen to callers to understand inquiries and requests.
• Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rates, etc.
• Promote HEI Hotels and Resorts and brand-specific marketing programs.
• Assign reservations based on guest preferences and availability.
• Read, retrieve, communicate, and verify information including confirmation number to caller.
• Input and retrieve data using a computer reservation system and utilize codes for efficiency.
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.
• Know, understand, and communicate applicable deposit and guarantee policies as requested.
• Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Requirements

• Can communicate well with guests.
• Ability to effectively deal with customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information.
• Ability to access, read, and accurately input information using a moderately complex computer system.
• Ability to establish and maintain effective working relationships with associates, customers, and patrons.
• Ability to sit for extended periods of time.
• Ability to input 40 WPM on a computer keyboard with or without reasonable accommodation.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, and the public.

Don't meet every single requirement? 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, we encourage you to still apply. You may be the perfect candidate for this or other roles within our organization. We value U.S. military experience and invite all qualified military candidates to apply.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers choices for your physical, mental, and financial wellness.

• Medical and Dental programs through Anthem Blue Cross Blue Shield.
• Vision insurance programs through EyeMed.
• Vacation, Sick, and Holiday programs.
• Pet insurance through the ASPCA.
• Supplemental, Spousal, and Child Life insurance.
• Short and Long-Term Disability plans.
• 401(k) Savings Plan with matching funds.
• Discounts through 'YouDecide' and Hotel Room Discount programs.

Specific details and eligibility of these programs vary by location and employment status.