Rooms Controller - Loews Hotels Universal Orlando

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida’s Top Workplaces and one of America’s Best-in-State Employers by Forbes, we are committed to our “power of we” culture.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.
• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.
• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.
• We invest in training and development opportunities for all team members.
• We promote social responsibility by being a good neighbor in the community.
• We care for you, just as we care for others.

Who We Are: Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here; you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

Oversees the friendly, professional, and efficient registration and account settlement of hotel guests commensurate with the demands of a world-class resort by providing support to the Front Desk Agents & Management.  Serves as a liaison between the Front Office Agents, and Front Office Management, Housekeeping, and Engineering. 

Qualifications:

• Minimum of one year of experience in hospitality or relevant industry required.

• Previous experience with guest services preferred.

• Intermediate computer skills and ability to learn Property Management Systems required.

• Familiarity with Opera and HOTSOS is preferred.

• Position requires the ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.       

• Position requires flexibility to work a varied schedule, including days, nights, weekends, and holidays, as scheduled.                

• Position requires prolonged periods of sitting or standing while using hands, fingers, vision, and hearing to successfully operate computer and phone systems as needed.

Essential Functions and Responsibilities:

• Oversees the friendly, professional, and efficient registration and check-out of hotel guests, including assisting the Front Desk during peak periods

• Assists Front Desk Agents in satisfying guest requests and resolving guest complaints

• Trained and skilled to perform all Front Desk, Reservations, and Star Service functions as needed based on operational demands

• Prints occupancy, arrivals departures, and back-up reports on a timely basis

• Reviews Specials Report for all arriving guests on a daily basis to ensure appropriate pre-blocking of rooms and to coordinate special services to be provided

• Block relocated guests who will be returning to the hotel

• Communicates all special requests to Housekeeping

• Coordinates with Room Service to ensure accurate and timely amenity deliveries

• Monitors and ensures completion of all room changes

• Check for duplicate reservations on a daily basis

• Monitors clearing of all due-outs, Express Checkouts, no-show’s, Pre-Registered guests

• Process applicable charges for late check-outs (12pm)

• Checks the status of all Out-of-Order rooms on a daily basis

• Monitors availability of showrooms for the Sales & Conference Management departments

• Reviews group resumes to verify group billing procedures, VIP’s and special requests

• Responsible for conducting daily line-ups

• Monitor arrivals to ensure that rooms are ready by check in time

• Clear departures by working closely with Housekeeping Department

• Ensure all guest departure calls are done a daily basis

• Accurately report guest needs and problem resolution

• May interact with customers in person, as well as other departments.

• Must be able to handle multiple tasks at once with attention to detail

• Ability to work independently

• Excellent people skills.

• Assist with the preparation of ‘remote’ and ‘reserved’ registration and check-out of groups

• Prints group no-show, in-house, and arrivals report on a daily basis

• Answers telephone expediently and addresses complaints, problems, special requests and non-related desk questions, making sure to log phone complaints and requests

• Familiarity with daily hotel occupancy reports, status of available rooms, etc.

• Monitor room category and bedding availability, up to three days in advance, in order to prevent overbooking

• Monitors rollaway, microwave and other amenity requests up to seven days in advance in order to ensure availability, and accurate billing was completed

• Monitor all Master accounts to ensure that they are checked-in and extended as required

• Ensures adherence to all Loews Hotels Star Service standards

• Other duties may be assigned as business demands

Supportive Functions and Responsibilities:

• Maintains clean and excellent condition of Rooms Control & Back Office area and equipment

• Maintains proper stock of all supplies in Back Office Area

• Executes emergency procedures in accordance with hotel standards

• Notifies appropriate individuals and departments of any problems or unusual matters of significance

• Attends all appropriate hotel meetings and training sessions

• Is polite, friendly, and helpful to guests, employees, and management

• Promotes and applies teamwork skills at all times

• Complies with all hotel standards, policies, and rules

• Complies with safety regulations and procedures

• Remains current on hotel information and changes