Rooms Controller

Le Meridien & Sheraton Charlotte Hotels•Charlotte, NC

just now

About The Position

Description: The Le Méridien & Sheraton Charlotte is seeking an engaged, guest service oriented professional to join our team as a Rooms Controller. Rooms Controller will manage room availability, standards, and coordination across teams to consistently achieve high guest satisfaction results. Responsibilities: Reservations & Pre-Arrival Preparation · Create and manage reservations in Hotel Beds, Hotel Tonight, and Rocket Stay systems. · Review Canary daily and process all guest requests in a timely manner. · Verify that payment is correctly set up on all third-party reservations for arrivals within the next three (3) business days. · Prepare pre-key group envelopes, assist with room blocking, and create room keys on the day of group arrivals. Guest Experience & Loyalty Program Management · Review GXP daily for guests arriving within the next three (3) days, identifying actionable items such as birthdays, anniversaries, room upgrade or location requests. · Collaborate with AYS to create amenity requests and coordinate room deliveries for VIP and special-occasion guests. · Conduct a five (5) day advance review to upgrade eligible Bonvoy Elite Members, ensuring their benefits are recognized and fulfilled. Inventory & Occupancy Management · Partner with management five (5) days out to assist in balancing room types and inventory between both towers. · On oversold nights, work closely with management to complete the oversell checklist, maximizing occupancy while minimizing guest displacement (“walks”). Operational Support · Act as the Front Office liaison between Housekeeping and Engineering, ensuring room statuses are accurate and rooms are managed or blocked as necessary. · Assist in managing pending rooms to support timely availability for arriving guests. · Provide Front Desk support during peak periods, including guest check-ins and check-outs. Support: Must have a comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors. · Ability to accurately report information. · Ability to scrupulously follow all StepStone and hotel policies and procedures. Attend required meetings. Personal Effectiveness: · Projects and assignments are completed thoroughly, professionally, and with care. · Adjusts to high-pressure conditions and is open to change. · Excellent organizational skills and attention to detail. · Ability to multitask and communicate effectively across departments. · Assumes responsibility for personal growth and development. Conducts him\herself (acts and dresses) professionally at all times; sets standards for all associates. Communication: · Understands and communicates the StepStone Culture and core values. · Expresses ideas and conveys information clearly, effectively, and professionally. · Actively listens to others. · Conveys company information, decision, or problems to appropriate parties on a timely basis. Works to resolve disagreements and is respectful of peers and co-workers.

Requirements

Must have a comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors.
Ability to accurately report information.
Ability to scrupulously follow all StepStone and hotel policies and procedures.
Attend required meetings.
Projects and assignments are completed thoroughly, professionally, and with care.
Adjusts to high-pressure conditions and is open to change.
Excellent organizational skills and attention to detail.
Ability to multitask and communicate effectively across departments.
Assumes responsibility for personal growth and development.
Conducts him\herself (acts and dresses) professionally at all times; sets standards for all associates.
Understands and communicates the StepStone Culture and core values.
Expresses ideas and conveys information clearly, effectively, and professionally.
Actively listens to others.
Conveys company information, decision, or problems to appropriate parties on a timely basis.
Works to resolve disagreements and is respectful of peers and co-workers.
Minimum lifting of 20 pounds.
Pushing, bending, stooping, upward reaching, manual dexterity.
Hearing, writing, typing.
Minimum pulling of 20 pounds.
Must have a comprehensive knowledge of all hotel departments and functions.
Previous hotel front office or reservations experience required; Rooms Controller or Front Office Supervisor experience preferred.
Strong working knowledge of Lightspeed and Marriott systems (GXP, MARSHA, etc.) preferred.
Must have a knowledge of applicable Federal, state, and local health, safety, and legal regulations.
Must have a knowledge of mathematical and computer skills.
High school education and relevant training and experience preferred.
Ability to timely obtain any required licenses or certificates.
CPR training required; first aid training preferred.
Flexibility to work weekends, holidays, and varying shifts as needed.

Nice To Haves

Additional language ability preferred.

Responsibilities

Create and manage reservations in Hotel Beds, Hotel Tonight, and Rocket Stay systems.
Review Canary daily and process all guest requests in a timely manner.
Verify that payment is correctly set up on all third-party reservations for arrivals within the next three (3) business days.
Prepare pre-key group envelopes, assist with room blocking, and create room keys on the day of group arrivals.
Review GXP daily for guests arriving within the next three (3) days, identifying actionable items such as birthdays, anniversaries, room upgrade or location requests.
Collaborate with AYS to create amenity requests and coordinate room deliveries for VIP and special-occasion guests.
Conduct a five (5) day advance review to upgrade eligible Bonvoy Elite Members, ensuring their benefits are recognized and fulfilled.
Partner with management five (5) days out to assist in balancing room types and inventory between both towers.
On oversold nights, work closely with management to complete the oversell checklist, maximizing occupancy while minimizing guest displacement (“walks”).
Act as the Front Office liaison between Housekeeping and Engineering, ensuring room statuses are accurate and rooms are managed or blocked as necessary.
Assist in managing pending rooms to support timely availability for arriving guests.
Provide Front Desk support during peak periods, including guest check-ins and check-outs.