Rooms Controller/Front Desk Supervisor

About the role

The Rooms Control Supervisor is responsible for maximizing room inventory, ensuring guest room readiness, coordinating arrivals, managing room assignments, and overseeing the daily execution of Rooms Control and Front Office operations. This position serves as the operational link between the Front Office, Housekeeping, Engineering, Revenue Management, and Sales to deliver an exceptional guest arrival experience while maximizing occupancy, revenue, and guest satisfaction.

Responsibilities

• Maximize room inventory and ensure guest room readiness
• Cook up and manage room assignments
• Oversee the daily execution of Rooms Control and Front Office operations
• Serve as the operational link between various departments
• Deliver an exceptional guest arrival experience
• Maximize occupancy, revenue, and guest satisfaction
• Assist with Front Office supervision
• Handle guest recovery, mobile services, inventory management, VIP arrivals, and operational decision-making

Requirements

• One year experience in customer service in hospitality or similar industry
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
• Ability to access and accurately input information using a moderately complex computer system
• Ability to stand, walk and continuously perform behind the front desk
• Ability to observe and detect signs of emergency situations with or without reasonable accommodation
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated
• Ability to establish and maintain effective working relationships with associates, customers and patrons
• Effective verbal and written communication skills
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Skills

• Customer service experience in hospitality or similar industry
• High levels of patience, tact, and diplomacy
• Basic math and calculator proficiency
• Computer system usage skills
• Standing, walking, and desk work stamina
• Observation and emergency detection abilities
• Verbal and written communication skills
• Effective communication with various stakeholders

Benefits

HEI Hotels and Resorts offers a comprehensive benefit program that includes:

• Competitive 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
• 401(k) Savings Plan with matching funds
• Discounts through 'YouDecide' and Hotel Room Discount programs
• Supplemental, Spousal, and Child Life insurance
• Short and Long-Term Disability plans

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

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.