Rooms Controller

About Us

Don't meet every single requirement of this job? 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

The following duties represent the key responsibilities required to successfully perform this role, with or without reasonable accommodation:

• Communicate effectively, both verbally and in writing, to provide clear direction to Guest Service Agents and Front Office staff. Assign, instruct, and monitor work performance, providing coaching and encouragement to support continuous improvement.

• Greet guests promptly and professionally with a friendly and sincere welcome. Maintain a positive and clear speaking voice, actively listen to guest requests, respond with appropriate actions, and provide accurate information regarding hotel services, outlet hours, and local attractions.

• Efficiently complete the guest registration and check-out processes by accurately inputting and retrieving information in the FSPMS (FOSSE Property Management System). Confirm guest details, including room type, rate, length of stay, and number of occupants. Promote HEI Hotels & Resorts and brand-specific marketing programs.

• Perform Rooms Controller functions, including assigning and adjusting room inventory based on guest preferences, availability, VIP status, operational needs, and maintenance or housekeeping constraints. Coordinate closely with Housekeeping and Engineering to ensure room readiness and maximize occupancy and guest satisfaction.

• Issue electronic room keys, prepare and distribute welcome materials as appropriate, and ensure accurate non-verbal confirmation of room number and rate. Close and reconcile guest accounts at check-out.

• Verify and authorize credit cards using electronic processing systems. Handle cash transactions, make change, balance an assigned house bank, and accurately post charges to guest rooms and house accounts. Accept and record vouchers, traveler's checks, and other approved forms of payment while performing moderately complex arithmetic functions accurately.

• Promptly answer incoming telephone calls using a professional and courteous tone. Accurately input, retrieve, and relay guest messages, mail, packages, and other communications in a timely manner.

• Remain calm, focused, and professional during periods of high activity or emergency situations, serving as a role model for front desk associates. Investigate and resolve guest complaints by conducting thorough research and determining appropriate solutions, utilizing sound judgment and prior experience. Authorize service recovery or revenue allowances only after alternative solutions have been considered and in accordance with company guidelines.

• Ensure compliance with company policies, procedures, and attendance standards. Maintain availability to work a regular schedule, including evenings, weekends, and holidays as required.

• Perform additional job-related duties as assigned to support front office operations and overall hotel success.

Qualifications and Skills

• One year experience in customer service in hospitality or similar industry.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation.

• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

• Ability to establish and maintain effective working relationships with associates, customers and patrons.

• Effective verbal and written communication skills.

• *Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Compensation

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.