Rooms Controller - Sage Hospitality
Los Angeles, CA 90014
About the Job
Situated in the vibrant heart of Downtown Los Angeles, Hotel Per La is inspired by the building in which it’s housed. Originally the Bank of Italy, a historic 12-story building on the corner of Olive and 7th Street, the space is a symbol of inclusion and accomplishment. Per La is an inspired name that translates to “For The” in Italian, a nod to the building’s storied beginning as a bank for the people. Its founder, Amadeo Giannini believed in the dignity and abilities of those commonly overlooked. In essence, our name means: “For Los Angeles.”
A part of Marriott's Autograph Collection, the property is housed in a gorgeously restored historic building and a quick walk from the Museum of Contemporary Art, Disney Concert Hall and Grand Central Market. With stunning design details, including many hidden corners for guests to explore, the property showcases the glamor of LA without losing sight of its playful side. The hotel’s public areas will serve as ‘the locals’ living room’ and be popular with local creatives, as well as guests seeking access to the city’s cultural institutions, the buzzing culinary scene or the city’s arena. The property features 241 signature rooms and suites with a vintage feel and custom furniture; and grand public spaces for guests and locals alike — including 10,000 square feet of event space such as Ristorante PerL'Ora- a ground floor restaurant and bar, Cafe Ora - a daytime café, and Bar Clara, one of downtown LA’s most stunning rooftop pool terrace and lounge offering dramatic views of the LA skyline.
Job Overview:Responsible for managing the assignment of rooms and supports the Front Office by serving as the liaison between Sales, Housekeeping, Engineering, Finance and the Front Office.
Responsibilities:Handling administrative duties in a smooth and timely manner, including but not limited to:
- Assign guest rooms according to guest requests, preferences, VIP Status (elevating the Marriott Bonvoy program by ensuring member benefits are provided and communicated), Internal and external requests wherever possible, while maximizing rooms revenue
Follow all upselling procedures and incentive programs)
Ensure corporate reservations have been booked under the appropriate rate and market code and ensure corporate requests are delivered/communicated/delivered upon.
Ensure accurate notes are placed on guest reservations (billing instructions, wake-up calls, letters/mail/packages, guests' requests, Useful stay/booked activities Information, Guest Recovery as needed) for the team to perform upon.
Communicate and coordinate between Housekeeping and Engineering to ensure all guests have appropriate rooms assigned in a timely manner.
Keeps track of rooms to ensure accurate status and readiness for check-in
Review/Track/Accommodate requests for room/check-out changes, make reservations (in-house room extensions, walk-ins, and as needed including sending email confirmation pages) and communicate status to appropriate staff accurately, completely, and legibly.
Organize and coordinate the pre-registration/check-in of pre-designated arriving guests.
Responsible for acknowledging, navigating and completing all in-house guest requests (housekeeping amenities, Engineering issues, Special Requests) through GXP, including a follow-up with all requests to ensure completion in a timely manner
Responsible for balancing inventory in respective systems (Lightspeed/Marsha) including washing inventory.
Verify and adjust billing for guests(ensure valid payment is on file for every room) as well as processing any prepayments for inbound guest reservations requesting third party billing.
Ensure rates match market codes and documents exceptions.
Run appropriate reports to Identify any duplicate reservations or over-commitments, as well as identifying opportunities to condense floors as needed in a proactive manner to optimize hotel resources
Review out-of-order rooms daily.
Answer all incoming calls promptly in a friendly, courteous, and professional manner in all dealings with guests, patrons, and other employees.
Maintains knowledge of various room types, rates, hotel and destination to properly assist every guest request.
Provides information, recommendations, booking and confirmation services for a variety of guest inquiries, including, but not limited to, directions, hours of outlet operation, hotel services, transportation and travel arrangements, tour and event tickets, dining activities both inside and outside for guests.
Support the Desk with the daily operation where necessary, including processing check-in, check-out, answering the telephone and handling guest complaints/administering service recovery.
Handling group-related functions in a smooth and timely manner, including but not limited to:
- Entering Rooming Lists
- Follow-up on group related correspondence (changes, requests, rooming lists)
- Ensure accurate billing for group arrivals.
- Work with accounting to ensure payment has been collected and posted to the appropriate group(s) prior to arrival.
- Ensure guest/ group folio is clean and presented to the appropriate managers upon the groups departure.
- Assign, pre-block, pre-key group rooms based on the specification or group requests as dictated on the group resume/riders and as directed by the Director of Groups, CSM and/or Director of Sales and Marketing.
Be a role model within the department, assisting the team to perform their role when required.
Able to handle hotel emergency procedures and situations with maturity and professionalism.
Perform other tasks and projects as delegated by the Director of Rooms, Director of Front Office or General Manager.
Qualifications:Education/Formal Training
More than two years of post high school education.
Experience
One to two full years of employment in a related position with this company or other organization(s).
Knowledge/Skills
· Requires a working knowledge of banquet/catering food and beverage services, policies or operations.
Marriott systems knowledge required - CI, Lightspeed
Requires knowledge of computer equipment.
Requires compiling facts and figures in accordance with established procedures.
Supervisory skills needed.
Communication skills required to provide information and associated services to hotel management and guests.
Excellent hearing necessary for verbal interaction with guests and associates.
Excellent vision necessary to view set-ups.
Excellent speech communication skills required for verbal interaction with guests and associates.
Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Lifting, pushing, pulling and carrying tables, chairs, boxes (50 lb. maximum) occasionally.
Bending/kneeling required for taping down cords, skirting tables, picking up floor after function occasionally.
Mobility - ability to service clients on a moment notice, variable distances.
Continuous standing required for function observation, client site inspections (one hour minimum to four hours maximum). Climbing stairs of approximately 55 steps 3-5% of daily.
Environment
Prolonged sitting throughout entire shift at computerized or manual work station in office environment. Inside 95% of day. Outside 5% of day. Temperatures - extreme summer heat of 95 degrees and above, and winter cold.
Benefits:• Medical, dental, & vision insurance
• Health savings and flexible spending accounts
• Basic Life and AD&D insurance
• Paid time off for vacation, sick time, and holidays
• Eligible to participate in the Company’s 401(k) program with employer matching
• Employee Assistance Program
• Tuition Reimbursement
• Great discounts on Hotels, Restaurants, and much more.
• Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.
• Discounted parking
