Wyndham Worldwide Rooms Controller - WorldMark - Camlin in Seattle, Washington
Rooms Controller - WorldMark - Camlin
TheRooms Controllerwillberesponsibleforcoordinating and maintaining the hotel’s day-to-day guest room inventory.He/Shewillact as a liaison between the Guest Services, Housekeeping, Engineering and Reservations departments regarding the status and distribution of all guest rooms.He/shewillorganize room moves, control maximum occupancy days and supervise upgrades.He/she willmaintainthecompany’sexpectedhighqualitystandards when interacting and communicating with internal and external customers.He/shewillfollowallsafetyprotocolsasdictatedbycompanypolicyandmaintainOccupationalSafetyandHealthAdministration(OSHA),includingthenewGlobalHarmonizedSystem(GHS)regulations.
Responsible for the Guest Room Inventory Distribution for the resort: Confers with all appropriate management regarding handling of groups, unusual circumstances, or special requests. Ensures that special reservations and accommodations are handled properly. Blocks group rooms, daily rooms, special request and VIP rooms. Maintains a room pool from which rooms may be pulled for early arrivals and special requests. Coordinates the status of rooms with Housekeeping and Engineering. Communicates priority arrivals with Housekeeping, Engineering and resort leadership as applicable. Is thoroughly knowledgeable with all resort room types and resort facilities. Have a thorough understanding of hotel occupancy trends(50%time)
Responsible for the Guest Services function of the resort : Promptly greet guests in a friendly and professional manner. Complete guest registration process, issue unit keys, and provide resort information and area attractions details and directions in accordance with Guest Services standards. Accurately process all cash and credit card transactions in accordance with established procedures. Balance all cash receipts and work performed during shift and perform a bucket check on shift, post all guest charges, complete cashier and other reports, preparing deposit, and counting/securing of assigned bank. Complete check out procedures, compute bills, and verify that the correct charges and credits are posted to the corresponding guest folio, collect payment and makes changes as required. May routinely reserve and confirm guest reservations for individuals and/or groups that are requested either by phone or from within the company; process cancellations, revisions, and information updates on changes. Make pre-arrival informational calls to booked incoming guests, confirm and cancel reservations for guests and answer a variety of questions for guests pertaining to their reservations. Provides quotes for room rates, completes reservation modification report weekly, send daily resort update, assist with Pay At The Front Desk (20% time)
Maintain positive guest, owner and associate relationships while cultivating a “Count on Me” Culture:Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Resolve guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiries or concerns to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. Continuously exhibit the company’s Count on Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job; be respectful in every way; deliver a great experience. (15% time)
E nsure compliance with : Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Guest Service Department Operating Procedures, and Standard Operating Procedures. (10% time)
Performs other duties as needed.(5% time)
Minimum Requirements and Qualifications
- E ducation
- High School diploma or equivalent
b) Trainingrequirements(this is training that will need to be done once in position)
Basic FD fundamentals
Network Share Folder
Vacation Ownership Point System
Club Wyndham Memberships
Comp stay bookings (BOD)
Manual Points Deductions
c) Knowledge and skills
Excellent communication skills.
Acquires job skills and learns company policies and procedures to complete routine tasks.
Ability to read and comprehend routine instructions, short correspondence and memos.
Ability to give high priority to customer service.
Ability to solve problems with a minimum of supervision.
Ability to read, write and understand English.
Basic office skills helpful including basic math, proper cash handling procedures.
Must maintain a professional appearance and a Can-Do, positive attitude towards all guests and staff.
Ability to multi-task and work in a fast paced environment.
Must be people oriented and able to work independently or with others as needed.
Must be detail oriented.
Must be able to abbreviate/ Short hand
d) Technical Skills
PC Skills and Knowledge
Ability to use basic office equipment including Fax, copier, printers
Microsoft Office: Word, excel, outlook
Hotel Hospitality Front office system knowledge a plus
Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard
e) Job experience
1 year of guest services experience in a hospitality/hotel/resortenvironment and/or
1 year of customer service experience in service or retail environment
Unless there is a legal requirement, experience will be accepted for the education requirement.
Job: Hotel/Resort Operations
Primary Location: United States of America-Washington-Seattle
Employee Status: Regular
Organization: WVO - Resort Management
Job Posting: Aug 14, 2017, 1:51:58 PM
Requisition ID: 1712628