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0-5 years of experience
- Managed inventory of 1,000+ rooms and an average of 2,500+ guests daily between both JW Marriott and Ritz-Carlton.
- Hosted 500+ large groups such as the Grammys, Special Olympics, People’s Choice Awards, Rose Bowl, and ESPY Awards.
- Collaborated with group housing, sales, and events to create five-star arrival experiences for tour groups, VIPs and 50+ professional sports teams.
- Happily worked beyond my daily role to seamlessly handle ‘pop-up’ groups such as the Chinese Consulate and The United States Secret Service.
- Acted as manager on duty for the front office; trained incoming front office agents and managers in room operations, hotel computer system, and providing excellent customer service.
- Promoted from Guest Service Representative in less than a year and awarded Marriott’s Five Star Employee of the First Quarter.
0-5 years of experience
- Monitored the house count, verified credit, and ensured rooms are blocked correctly prior to guest arrival
- Introduced new procedures to assist with providing a flawless arrival experience, by providing front desk agents with more upgradable rooms, in result increased upgrade revenue by 100,000,000
- Work closely with event planners, and banquet team to insure successful events one of the largest convention center
0-5 years of experience
- Recognized as one of top 10 employees of the year for high quality leadership and extraordinary customer service as top 25% in company for driving revenue through upsells and upgraded rooms
- Managed 400 rooms and special requests for all guests including VIP’s and Corporate CEOs
- Supervised multiple shifts, taught approx. 10-15 associates for positions in various competency levels
- Responded to emergency situations and worked under high amounts of stress
- Worked with summer kid’s camp club
0-5 years of experience
- Assigned rooms for 353 rooms property according to guest request and preferences.
- Organized group arrivals and met with conference service manager to ensure all arrival details of group
- Established strong relationships with all hotel support departments to communicate daily needs of front
0-5 years of experience
Hold full accountability for the coordination and organization of hotel’s room inventory, while serving as a liaison between Housekeeping, Front Office, and Reservations to ensure flawless and proper distribution of guest rooms
- Provide value-added client service through resourceful handling of guests’ special and unique requests to ensure superior quality stay
- Coordinate staff and resources to efficiently accommodate guests’ requests
- Maintain Hotel image and work to consistently enhance reputation among clientele to generate referrals; sustainably improved client satisfaction rate and contributed to retention efforts
0-5 years of experience
- Assign reservations into proper room categories
- Answer requests from Sales, Events, and other departments
- Maintain room inventory for 408 total rooms
- Maintain an organized and detailed environment
- Review forecasts of projected occupancy and room availability
0-5 years of experience
- Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
- Communicated with all department managers (housekeeping, engineering, security and sales) on continuous basis
- Familiarized with the hotel computer system outline for training maintenance and trouble shooting software issues.
- Prepared all pre-blocked arrivals for the following day; i.e. V.I.P.’s, Special Requests, Tours and Groups
0-5 years of experience
- Ensured all rooms were assigned for arriving guests.
- Utilized my resolution skills to ensure guests were properly cared for when opportunities arose and created personal relationships with guests to make sure they would return to our property without hesitation.
- Worked closely with all hotel departments including housekeeping, engineering, sales / marketing, and meetings and special events to make certain the needs of our guests and fellow employees were met.
- In the course of two years I have been promoted 3 times. I started in the PBX department, promoted to the front desk shortly after. I was also the overnight Leader on Duty 2-3 times a week and finally promoted to the Rooms Controller for the entire resort.
0-5 years of experience
- My daily responsibilities include completing specific checklists; which include running reports and preparing for the upcoming day’s arrivals.
- Blocking upcoming reservations into rooms, balancing room categories, blocking upcoming arrivals behind departures to ensure maximum occupancy.
- Prepare for upcoming groups arriving by reviewing group resumes and accommodating any specific billing and/or reservation requests.
- Answering phone calls, assist guests and upcoming guests, listen to guest inconveniences and/or complaints.
- Work with other departments on a regular basis to ensure the day’s operations run smoothly.
- Assist at the front desk when needed with check ins or check outs. Assist with guest situations at the front desk when they request a supervisor or manager.
- Assist and lead front desk agents in problem solving, answering their questions, and continuing to allow them to learn and grow.
- Consistently made the most revenue for the amount of room category upsells in my department. Reaching out to guests prior to their arrival offering them a room upgrade or an extra room, my total has ranged anywhere from $8,000 to $15,000 per month within the first few months of 2017.
0-5 years of experience
- My daily responsibilities include completing specific checklists; which include running reports and preparing for the upcoming day’s arrivals.
- Blocking upcoming reservations into rooms, balancing room categories, blocking upcoming arrivals behind departures to ensure maximum occupancy.
- Prepare for upcoming groups arriving by reviewing group resumes and accommodating any specific billing and/or reservation requests.
- Answering phone calls, assist guests and upcoming guests, listen to guest inconveniences and/or complaints.
- Work with other departments on a regular basis to ensure the day’s operations run smoothly.
- Assist at the front desk when needed with check ins or check outs. Assist with guest situations at the front desk when they request a supervisor or manager.
- Assist and lead front desk agents in problem solving, answering their questions, and continuing to allow them to learn and grow.
- Consistently made the most revenue for the amount of room category upsells in my department. Reaching out to guests prior to their arrival offering them a room upgrade or an extra room, my total has ranged anywhere from $8,000 to $15,000 per month within the first few months of 2017.
0-5 years of experience
- Uploading group block bookings into central reservation system
- Maintained group reservation cut off dates
- Keep daily room inventory balance between central reservation system and front office system
- Daily set up of hotel-Assignment of rooms/coordinate with sales/event for V.I.P room assignment and other special group room blocking for a 500 room property
- Handled all pre-set up of group billing
- Coordinated group information between Front Office and Event staff
- Serviced full convention services team of 10 and sales department of 15, this is for a hotel with convention hall of 65,000 sq ft of meeting room space
0-5 years of experience
- Manage associates on front desk standard operating policies/procedures
- Analyze and coordinate pre-registration procedures for arriving VIP guests and groups
- Analyze any over-commitments and run daily reports
- Track and accommodate requests for room changes when possible; communicate status to appropriate staff
- Verify and adjust billing for guests while securing valid payment
- File guest paperwork or documentation
- Follow up with guests to ensure their requests or problems have been met above and beyond their satisfaction
- Receive, record, and relay messages accurately, completely, and legibly
0-5 years of experience
- Assign guest rooms based on inventory, brand loyalty, availability
- Answer hotel and front desk phone
- Coordinated show rooms for sales team
- Problem solve with management on oversells, guest opportunities, large groups
- Build groups in Marsha and Opera
- Set up billing and routing instructions for large groups
0-5 years of experience
- Highly skilled in greeting visitors and directing them to the right person or section
- In-depth knowledge of managing the guests’ book and issuing security passes
- Hands-on experience in giving information and answer questions
- Proven record of answering calls and taking messages
- Demonstrated ability to deal with phone and email enquiries
- Able to keep an organized front desk area
- Comprehensive knowledge of organizing reading material in the waiting area
0-5 years of experience
- Daily blocking of guests rooms with a strong focus on Owners and VIP’s
- Always focusing on special requests and guest needs
- Assisting agents with checking in guests, rooms assignment, wait rooms, and room moves
0-5 years of experience
- Organize and coordinate check-in/pre-registration procedures for all arriving groups.
- Run daily reports; set up the house and ensure that all guests are blocked into specific room requests.
- Assist front desk representatives with check ins/check outs and assist with running daily stand-ups to inform front office team of major incoming groups to the hotel and their specific requests.
0-5 years of experience
- Liaison for Front Office in communications between Housekeeping, Sales, [company name].
- Controlled room inventory by maintaining a balance in room types, managing room readiness, and room queue waits.
- Pre-blocked daily special requests/groups, room assignments.
10+ years of experience
- Full knowledge of the status of every guest room in the hotel
- Organize the room’s inventory according to hotel occupancy on a daily basis
- Block all room reservations according to the guest’s preferences and hotel occupancy
0-5 years of experience
- Promoting a positive atmosphere and go above and beyond to guarantee each customer receives exceptional service.
- Communicating clearly and promptly pertinent information to front desk and housekeeping.
- Preparing the day for front desk to have a successful day.
- Resolving issue related to guests
- Overseeing guest room inventory
- Providing assistance in the event of an employee being absent
- Managing all paperwork (Daily logs report, Springer Miller, and end of day reports), handling cash deposit duties and reconciling discrepancies
- Assisting front desk when needed and communicating back and forth with housekeeping about room statuses
- Engaging customers is positive dialogue to ensure return business and resolving any complaints promptly
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Rooms Controller
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
