VIP Rooms Controller - Front Office Specialist

Vespera Resort on Pismo Beach; Pismo Beach (CA); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

health insurance

paid time off

retirement plan

dental insurance

vision insurance

life insurance

employee discount

employee assistance program

food provided daily to our employees

Job summary

Vespera Resort on Pismo Beach in California is seeking a Rooms Controller to manage hotel room inventory and coordinate day-to-day operations in support of Front Office leadership. You will ensure guest requests are met in advance and preferences honored by pre-blocking special requests and managing inventory.

The position is a temporary full-time role for up to 6 months, paying $20.01 per hour. Responsibilities include VIP handling, check-in coordination, upselling, and maintaining accurate

Qualifications

• Understand the mission, vision, and goals of the hotel.
• Prioritize and work efficiently with limited supervision.
• Effective verbal and written communication to upsell rooms.
• Must possess basic computer skills.
• Strong attention to detail and ability to handle multiple tasks.
• General knowledge of the city where the hotel is located and its attractions.
• Extensive knowledge of the hotel, its services, and its facilities.
• Ability to handle cash and balance cash drawer.
• Strong team player, able to partner with management and other employees.

Responsibilities

• Coordinating all guest room assignments and pre-blocking special requests with a special focus on VIP arrivals, responding to guest requests, and settling accounts while providing exceptional service
• Take the initiative to add a personalized experience, taking advantage of opportunities to surprise and delight guests celebrating special occasions.
• Promote the hotel facilities, looking for opportunities to enhance a guest's stay through up-selling
• Assign rooms according to guest requests and preferences whenever possible.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
• Confirm reservations and cancellations.
• Ensure rates match market codes and document exceptions.
• Verify and adjust billing for guests. File guest paperwork or documentation.
• Set up/process all guest check-ins/check-outs. Activate room keys.
• Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Book reservations for those guests who approach the Front Desk.
• Greet guests and complete the registration process to include inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows the location of the room and/or has a bell person accompany him/her.
• Support front desk agents and PBX/Guest Service Agents as needed.
• Demonstrate a thorough knowledge of hotel information including room categories, room rates, packages, promotions, the local area, and other general product knowledge and answer guest questions and inquiries.
• Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction.
• Carries out supervisor requests in accordance with hotel policies and standard operating procedures.
• Follow 4 Keys service standards, standard operation procedures, and safety standards.
• Follow all appropriate policies and procedures while constantly striving to improve all standards of operations.
• Follow safety and security procedures.
• Adhere to attendance and reliability standards.
• Additional guest services duties as assigned by management.
• Follow all additional duties as assigned by management.

Skills

Communication skills

Prioritization

Cash handling

Attention to detail

Teamwork

Basic computer skills

Upselling

Job description

Vespera Resort on Pismo Beach in California is seeking a Rooms Controller to manage hotel room inventory and coordinate day-to-day operations in support of Front Office leadership. You will ensure guest requests are met in advance and preferences honored by pre-blocking special requests and managing inventory.

The position is a temporary full-time role for up to 6 months, paying $20.01 per hour. Responsibilities include VIP handling, check-in coordination, upselling, and maintaining accurate