Rooms Controller

About Us

Embodying Southern California’s laid-back style, the Wyndham San Diego Bayside pairs a refreshingly vintage vibe with all the modern-day essentials that San Diego visitors crave. Here at the Wyndham San Diego Bayside, we pride ourselves on our diverse culture and the amazing benefits of becoming an associate! Join our team of diverse individuals that work together to create lasting memories for our guests. We offer free lunch, discounted parking and a welcoming environment for all of our associates. Don't meet every single requirement of this job? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Work with Sales and Front Office to ensure all group rooms are reserved, group billing is set up, rooms are blocked according to requests, and to assist with check-in and check-out.

Responsibilities

• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promote HEI Hotels and Resorts and brand-specific marketing programs. Assign reservations based on guest preferences and availability. • Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data using a computer reservation system and utilizing codes for efficiency. • Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Know, understand, and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out. • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions. • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer. • Process and handle group rooming lists, reservations, and associate reservations requests by inputting data into the reservations system. • Build and monitor group masters, cutoff dates and group cancellations, releasing any unused rooms at the determined time. • Pre-block group rooming lists prior to arrival. • Communicate both verbally and in writing to provide clear direction to staff. • Comply with attendance rules and be available to work on a regular basis.

• Assign rooms based on guest requests and preferences when possible.• Assist the Director of Operations in sending recaps from weekly Operations meetings to all department heads.• Pre-register designated guests and prepare key packets for special groups.• Organize and coordinate check-in and pre-registration procedures for arriving groups.• Review, track, and accommodate requests for room and check-out changes when possible. Communicate the status to appropriate departments.• Review/ monitor out-of-order rooms daily.• Monitor the queue status and communicate with appropriate departments to ensure guests can check in at the guaranteed check-in time.• Follow up on daily credit limits and secure valid payments.• Perform duplicate reservation checks and block rooms.• Run daily reports, verify rate variance, double-check OTA VCC as a second set of eyes from the reservations department, monitor Guest Recovery Adjustment daily, and communicate this to FO management and   Director of Operations.• Follow up with guests to ensure their requests or problems have been met to their satisfaction, especially all VIPs, special guest