Rooms Controller

Hyatt Regency; Bethesda (MD); On-site; USD 30,000 - 40,000; Full time

Job summary

A major hotel chain in Bethesda is looking for a Rooms Controller. Responsibilities include greeting and registering guests, addressing requests and complaints, and ensuring guest satisfaction. The ideal candidate has customer service experience and a high school diploma. Full-time position with varying work schedules including holidays and weekends.

Qualifications

• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Responsibilities

• Greet and register guests in a friendly and courteous manner.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints when necessary.

Skills

Customer service

Attention to detail

Problem-solving

Education

High School diploma or equivalent

Tools

PMS systems

Job description

Overview

Join to apply for the Rooms Controller role at Hyatt Regency.

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.

Opportunity

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Implement appropriate booking strategies to ensure that all parties are appropriately accommodated, and work with housekeeping and the reservations department regarding the distribution and status of guest rooms.

Potential Career Path

Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

Responsibilities

• Assign room according to guest request and preferences whenever possible.
• Pre-register designated guests and prepare key packets.
• Immediately greet guest and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish method of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Experience

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

Seniorities and Employment

• Seniority level: Entry level
• Employment type: Full-time