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Rooms Controller

Posted January 13, 2022

DoubleTree by Hilton Hotel Orlando at SeaWorld
Orlando, FL
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About This Job


• Answer telephone promptly and courteously. Enter guest reservations into the computer system quickly and accurately segmenting reservations into the appropriate category while using the hotel's selling strategy and knowledge of all rates, package plans, and hotel services, to close out sale and up sell the hotel as appropriate

• Ensure the following group functions are completed in an accurate and timely fashion:

o Read and initial the Group Resumes and Daily Events Report.

o Ensure that all Group VIP, staff rooms, and suites are block consistent to the Group Resume.

o Review arrivals for the day; block rooms for VIP’s, Special Service Request codes, and Comments.

o Run the following reports (Expected Departures, Expected Arrivals, Duplicate reservations, VIP Report, Comments, Out of Order/Off Market reports)

• Use arrivals report to review Special Service Request rate codes, Package rates, and coupons. Ensure blocking is done for all Special Service Requests.

• Assign Show Rooms; communicate to various departments such as Housekeeping, Engineering, Sales, & Front Desk

• Manage Out of Order/Hotel Room Block inventory, following up with departments such as Housekeeping, Engineering, Front Desk and updating the Revenue Management team

• Communicate with Housekeeping early departures, VIP, special room blocks

• Monitor Housekeeping status throughout the day for blocked VIP, Special Service Request, and Suite rooms

• Ensure blocking is complete for future dates/days (days prior to arrival date)

• Check the Comments Report for room changes, late check-outs, and informational messages

• Check in-house guest list with an Arrival Report or System to make sure there are no duplicates and ensure Market Segment tracking is accurate

• Enter Contract (Airlines) rooming lists into the PMS and block rooms according to the contract

• Attend and actively participate in weekly Group pick-up, resume meetings, and pre-convention meetings

• Always maintain an awareness of general hotel availability

• Maintain a working knowledge of Event Services, Sales, and Front Office areas, credit policy, different room types and hotel services

• Change and cancel reservations as guest request. When canceling a reservation with deposit, ensure proper coding in reservation is done to advise on status of deposit

• Take reservations for suites, properly filling in necessary information and blocking rooms

• Manage Nor1 upgrade program, effectively action upgrade requests

• Complete Rooms Control Daily Checklist, accurately and efficiently

• Assist with the following reservation functions to ensure they are completed in an accurate and timely fashion:

o Assist with entering FIT/wholesale reservations into the PMS efficiently and accurately into the appropriate SRP while using the hotel's selling strategy and knowledge of each FIT/Wholesale contracted rates, premium rates, blackout dates, and promotions.

o Maintain a working relationship with the FIT/Wholesale contracting manager.

o Maintain knowledge of each FIT/Wholesale account contract regarding the payment policies, room types, lead times, cancellation policies, and confirmation procedures

o Entering confirmation or cancellation to each respective FIT/wholesale account, whether by extranet, email, phone, or fax

o Maintain knowledge of all FIT allotments and inventories and notify Manager when an account is requesting above allotment or exceeded allotment

o Communicating with Front Desk on status of FIT/wholesale information (i.e., create binder for FIT/Wholesale account information)

o Assist Accounting with investigating billing discrepancies

o Maintain organized, accurate history of reservation requests, responses, cancellations, amendments

o Respond and action OTA guest messages


• Know your schedule work and follow it accordingly

• Work in a cooperative and friendly manner with fellow employees

• Maintain professional attire and personal hygiene

• Maintain a clean, neat, and orderly work area

• Perform your job according to standard operating procedures

• Read, understand, and follow all policies, procedures and practices as stated in the Employee Handbook

• Implement management company and hotel’s safety and emergency policies and procedures (i.e., evacuation, first aid, etc) to include removing all safety hazards, following company’s OSHA program, safe lifting techniques

• Utilize protective equipment, when applicable

• Promptly report substandard (unsafe) conditions to Supervisor

• Promptly report accidents, injuries, property damage or loss to Supervisor

• Keeps accurate communication flowing freely among all hotel departments

• Inform management promptly of any work-related problems or guest complaints

• Practice “CARE hospitality” and provide guest satisfaction; be readily available and approachable for all guests

• Promote the hotel through goodwill, courtesy, and a positive attitude

• Attend all schedule training classes and meetings

• Continue to learn and grow in your position

• Perform any reasonable request as assigned or directed by management

• Provide for a safe work environment by following all safety and security procedures and rules

• Assist person(s) with a disability

• Comply with all applicable federal, state, and local laws ordinances as they apply to the hotel, guest and employees

• Respond properly to irritate or angry guests


• Must have excellent communications skills in terms of the ability to negotiate, convince sell, and influence potential hotel guests

• Ability to operate computer reservation systems

• Must be flexible enough to work any shifts including evenings, weekends, and holidays


• Candidate must be a high school graduate or equivalent

• Minimum of one year as a front desk agent.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

DoubleTree by Hilton Hotel Orlando at SeaWorld

10100 International Drive
Orlando, FL 32821

(407) 352-1100

1,026 Room Hotel

At A Glance

Nestled in 28 acres of lush palm trees and tropical fountains, the DoubleTree Orlando is your relaxing oasis. Savor the sweetness of our fresh chocolate chip cookie at check-in.

We feature PURE® Wellness accommodations that are nearly 99.9% allergen-free. Sleep better and be at your best in one of these rooms. Each of our hotel rooms includes a 42-inch HDTV and a plush, Sweet Dreams® mattress.

Once you've settled in, you’ll have access to two on-site swimming pools, a billiards table, and a bevy of outdoor activities in the Florida sunshine. A friendly staff member will be around to help you find the best things to do in the area. Grab a cocktail from Barefoot Bar and lounge by the pool, or visit Laguna for sweet and savory entrees that will satisfy your palate.