Rooms Controller

Hawks Cay Resort; Marathon (FL); In loco; USD 38.000 - 54.000; Tempo pieno

Descrizione del lavoro

Hawks Cay Resort in Marathon, FL is seeking an experienced Reservations Supervisor to manage guest room bookings, oversee front desk operations, and support revenue management with accurate availability and reporting.

You will lead a small team, coordinate with housekeeping and other departments to ensure smooth check-ins, exceptional guest service, and strict adherence to resort policies and standards. This full-time role requires strong communication and leadership in a fast-paced environment.

Competenze

• Experience in front desk and reservations operations within a hospitality setting.
• Strong guest service orientation with the ability to handle questions and resolve issues professionally.
• Ability to lead and train a small team and coordinate with other departments.

Mansioni

• Manage guest room bookings and ensure accurate inventory and availability.
• Oversee Front Desk/Reservations operations and procedures.
• Assist in scheduling and supervising front desk staff; ensure performance standards are met.
• Coordinate with housekeeping and other departments to ensure smooth check-ins and guest satisfaction.
• Provide information to guests and handle inquiries, requests, and complaints in a hospitable manner.
• Maintain knowledge of rates, packages, and resort policies; support revenue management objectives.
• Monitor and review group resumes and communicate essential details to the team.

Conoscenze

Front Desk Operations

Guest Service

Communication

Team Leadership

Formazione

High School Diploma

Strumenti

Reservation System

Descrizione del lavoro

Reports directly to the Director of Rooms or, in his/her absence, reports to the Reservations Manager, responsibilities and essential job functions include but are not limited to the following.

• Consistently provide courteous guest service, responding promptly to guest questions, complaints or requests with a friendly, genuinely hospitable and caring attitude.
• Be fully competent in the Reservation, Front Desk and Revenue Management department standard operating procedures covering all administrative and mechanical aspects of its operation.
• Manage guest rooms assignments.
• Assign room according to guest requests and preferences whenever possible.
• Conduct and review out of order room plans.
• Strategize a contingency plan in case out of order room affects in house or arriving guest.
• Daily, Weekly, and Monthly balance of hotel and villa rooms Inventory.
• Communicate room availability and other information with appropriate departments.
• Strategize room plan to ensure maximum selling capacities and efficient check-in for guests.
• Review all group resumes & ensure all appropriate information is communicated to crew members.
• Be able to participate proficiently in functions outside one’s department when called upon.
• Perform Reservation Department/office posting and filing procedures as directed.
• Review and execute all internal reservation requests.
• Act as administrative support to Reservations Department.
• Become fully familiar with the Resort's seasonal and various package rates.
• Complete projects in a timely manner as required by the Reservations Director.
• Provide accurate information to other departments such as house counts, room status or guest service requirements.
• Responsible for the integrity of house and guest accounts.
• Ensure compliance with all resort policies and regulations.
• Provide training duties as requested by the Reservations Director.
• Provide other services as requested by Reservations Management or other Management

Qualifications

• Must be neat, clean, well-groomed, courteous, and possess a pleasing personality.
• Must have a good rapport with people and have a genuine concern for the guest's well-being.
• Applicants must have a high school diploma, preferably with some college or technical training.
• One year's experience as a Front Desk/Reservations Supervisor, or at least two years’ experience as a Front Desk or Reservation Sales Agent to be considered.
• Knowledge of foreign languages (Spanish, German, and French) will be considered a definite plus.

Physical Requirements

On a continuous basis, sitting or standing at a desk for long periods of time in front of a computer screen; intermittently twist to reach equipment or supplies surrounding desk; perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis; occasionally lift and carry items weighing up to 50 pounds.

Hawks Cay Resort is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic in accordance with applicable federal, state, and local laws.