Rooms Controller (Full Time; Varied Shift) $17.50/hr

Harrah’s Cherokee Casino Resort Position Description

 

POSITION TITLE:                                          Rooms Controller                

DEPARTMENT:                                             Hotel (Hotel Front Office, Hotel Tower IV Front Desk)

GRADE/FLSA STATUS:                                  H11—Non-Exempt

BADGE TYPE/COLOR:                                   Key--Blue

REPORTS TO:                                                 Front Desk Supervisor 

SUPERVISES:                                                   N/A

 

JOB SUMMARY: 

Efficient check-in/check-out of guests.  Respond to inquiries and complaints in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with or exceeding all standard operating procedures and service. Assign and balance room types based on play. Assign and communicate VIP arrivals.

 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values   
• Perform guest registration and room assignments, accommodating special requests whenever possible
• Responsible for setting daily criteria.  Accrue, evaluate, and distribute guest play criteria to front desk of HCCR and HCVR for suite and room assignments
• Review extremely sensitive player data with confidentiality
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• Review information in the Casino Management System with the utmost security and integrity
• Pre-register block reservations
• Coordinate bus arrivals (room assignments, reg cards, keys) and deliver to Total Rewards for NCM, Motorcoach, and Group sales arrivals
• Coordinate wholesaler program, assign rooms, and ensure that contractual obligations are met
• Process same day reservations and when necessary future reservations following hotel rate structures and selling strategies
• Handle guest check-in and checkout in accordance with hotel credit and cash policies in an efficient and friendly manner
• Resolve customer complaints and answer guest inquiries in connection with hotel services, in house events, directions, local attractions, etc…
• Monitor guests on property list and call guests to let them know their room is ready as rooms are inspected
• Ability to use yield strategy and criteria of ATT, ADT, and Win/Loss, in order to maximize occupancy of suite inventory with the correct player worth for the demand of the day
• Ability to utilize active databases to determine criteria daily and communicate criteria to support departments
• Troubleshoot all in-room movie/phone/billing problems
• Cancel room reservations according to established procedures
• Balance drawer bank daily
• Perform other tasks as assigned by supervisor or manager
• Run all departmental reports throughout shift for system maintenance
• Check all arrivals daily
• Complete all priority room assignments
• Communicate needed rooms to Housekeeping teams.
• Complete registration card audit daily
• Distribute night audit to Income Control daily
• Complete express check outs and due outs daily
• Complete pre-registration keys and folios for key pick up daily
• Verify and communicate all suite rates are correct and work closely with Casino Hosts on status changes and availability throughout shift
• Coordinate all arrivals during system outages as designed
• Adhere to all regulatory, company, and departmental policies/procedures in an ethical manner

 

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• One-year front desk experience required
• Must demonstrate the following essential knowledge and skills:
  • Excellent interpersonal, problem solving and analytical skills
  • Ability to work independently
  • Documented teamwork behaviors and attitudes
  • Excellent oral and written communication skills
  • Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
  • Self-Starter; must work without close supervision
  • Ability to handle multiple priorities in a fast-paced environment
  • Neat, professional appearance with excellent personal hygiene
  • *Knowledge of LMS, CMS, HotSOS, Cognos, Access
  • *Knowledge of Harrah’s Cherokee Casino Employment policies
  • *Not required at time of hire; may be learned in probationary period agreed upon at time