Rooms Controller

Nestled in the heart of Sonoma and mere steps from the unique charm and history of its Plaza, The Lodge brings this enchanting town to life in an authentic and nuanced way. Hand-crafted touches pay homage to centuries of local craftspeople. Programming emphasizes the process, resulting in a deeper appreciation for the finished product — be it wine, art, or olive oil. Welcoming associates display pride and love for the region…a sentiment that is all but infectious. And tightly woven community connections ensure our Sonoma resort guests feel like locals, and locals feel like friends.

The Rooms Controller is responsible for the maintaining and coordinating the day-to-day operation of the Front Desk with regard to room inventory; organizing guest room moves; controlling sell-out days and supervising upgrades.

• Works closely with front office, engineering, reservations, sales and housekeeping departments to ensure all rooms details are accurate and complete.
• Confers with all appropriate management regarding handling of groups, unusual circumstances, or special requests.
• Ensures that special reservations and accommodations are handled properly, with no errors.
• Blocks group rooms, daily rooms and special request rooms.
• Maintains a room pool from which rooms may be pulled for early arrivals and special requests.
• Coordinates the status of out of order rooms with the Engineering Department.
• Block early arrivals, special needs guests, & VIP’s
• Orchestrate room moves, communicate & expedite guests waiting for rooms
• Review all group resumes & ensure all appropriate information is communicated to associates
• Approach all encounters with guests and associates in a professional and personalized manner.
• Actively participates in daily briefings and meetings
• Understand and communicate promotions and enhancements effectively with Service Professionals and guests
• Performs other duties as assigned, requested or deemed necessary by management.

Education/Formal Training

Minimum of 4 year college degree or equivalent

Experience

A minimum of two years’ experience in Rooms Operations. Luxury hospitality experience  is preferred.

Knowledge/Skills

• Must be able to understand and follow verbal/written instructions and communicate both verbally and in writing.
• Possess excellent verbal and written communication skills.
• Ability to work independently, without direct supervision or as part of a cohesive team.
• Ability to think clearly, analyze and resolve problems, while exercising good judgment
• Multilingual skills are preferred
• Portray a professional image and personality exuding confidence and leadership skills.
• Ability to conduct oneself in a discrete manner in all guest areas
• Must be able to lift up to 50lbs. continually throughout shift.
• Must be able to push, pull and move levers, equipment and furniture throughout shift.
• Must be able to work with arms raised above head throughout an shift.
• Must be able to maneuver fully loaded maid cart, weighing up to 50lbs., through hallways and into/out of closets during entire work day.

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.

Required physical demands

• Lifting, pushing, pulling, carrying -limited lifting, pushing, pulling, carrying up to 15-20 lbs. Generally boxes, computer equipment.
• Bending/kneeling -limited bending/kneeling required when arranging supplies or equipment.
• Mobility -limited mobility between offices and departments. No continuous standing, climbing or driving.
• Excellent hearing required to train and interact with management and associates.
• Excellent vision required to read reports, computer, etc.

Environment

Prolonged sitting throughout entire shift at computerized or manual work station in office environment. Inside 95% of shift.