Rooms Coordinator - The Roosevelt New Orleans, A Waldorf Astoria

ESSENTIAL FUNCTIONS

Average           

Percent

of Time

Block and pre-register suites and rooms in OnQ according to guests’ requests five-days out. 

Assign VIP, FH&R, Nor1s and special convention accommodation requests as submitted by Sales/Events/Catering Managers.  Keep staff informed of all special room accommodations as communicated by Sales/Events/Catering Managers. Over sold-out periods, perform “room protects” to ensure that rooms blocked for future arrivals are protected.

Train/coach new Guest Service Agents on the function of OnQ, PBX, as well as policies and prcedures of the Front Office.  Re-train existing team members making sure that they are up-to-date on policies and procedures. Pre-shift, and effectively communicate with the team via E-Mail, memos, etc., in order to keep the team informed.

Assist Front Office Leaders with job duties and take an active role in Front Desk operations. Promptly answer all Front Office telephone calls with a positive and clear voice. Listen to ascertain the callers' requests or concerns.  Handle all requests or problems and when necessary, delegate special requests or problems to other departments for action and follow-up with guest.  Answer basic questions in detail.

Block/pre-register all connecting/adjecanct rooms, work directly with Personal Concierge and In-House Reservations teams regarding inventory and any other special requests. Work with Finance Department to research on billing discrepancies.

Block rooms as requested by Engineering/Hosuekeeping, and follow up on their scheduled return to the Front Office for selling. Block rooms for Housekeeping to consolidate during periods of low hotel occupancy. Communicate closely with department to insure that floors are blocked according to need. Block rooms in advance of group arrivals, taking into account special request for location and type of room. Indicate rooms blocked on rooming list and inform staff of group's arrival. Call Housekeeping to inform of rooms blocked and the estimated time of arrival of the group. Cut keys and prepare key packets if necessary for groups.  Have keys ready for group arrival and submit to Sales/Events/Catering Managers for greeting. 

Log any guest situations which require action by another department, according who reported to, when completed, and at what time guest was contacted for follow-up.

    SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of ti me performing each function to be solely determined by the supervisor based upon the particular require me nts of the company.

• Perform other duties as requested by the Director or Assistant Director of Front Office.

• Act as lobby attendant by standing and walking in lobby to greet guests, pre-register, and problem-solve using walkie-talkie and headset.

• Be responsive to guests' and GSA's requests by communicating their needs to appropriate departments in a prompt and courteous manner.

• Maintain professional atmosphere within the Front Office including controlling noise level.

• Assist on Front Desk during high volume times.

• Assist with training of new GSA’s

 

Responsible for all pre-registration, room blocks, and handling all special reservation requests for individuals and groups. Prepares all VIP key packets and makes special arrangements as needed.

What will I be doing?

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to read, write, speak and understand the English language to communicate with guests and employees and to prepare reports.

• 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.

• Extensive knowledge of property (rooms, views, size, location, bedding)

• Be able to handle stressful situations in an everyday capacity.

• Ability to access and accurately input information using a moderately complex computer system.  Strong knowledge of Front Office systems, On-Q, Microsoft  Applications, including Word, Excel, and Outlook.

• Ability to maintain an alert, attentive, calm and reassuring tone of voice, especially during emergency situations and/or heavy activity.

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

QUALIFICATION STANDARDS

EDUCATION

High school graduate or equivalent required.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands .  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!