Rooms Controller

About Us

The Courtyard Orlando Lake Buena Vista in the Marriott Village is part of a complex of four Marriott Properties in the Lake Buena Vista area. The Courtyard is located in the center of the magic, right between Walt Disney World and Universal Studios. At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People. Where people work is a choice. Against that choice, our greatest obligation is to ensure day in and day out that our associates have the compensation and benefits they deserve and industry leading tools, training and support that they need to excel. At HEI, simply said, we honor the privilege of our associates choosing us by investing in and making them more valuable.

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Overview

Assist guests during the reservation process.

Essential Duties and Responsibilities

• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. •Promote HEI Hotels and Resorts and brand-specific marketing programs. Assign reservations based on guest preferences and availability.

• Read, retrieve, communicate, and verify information including confirmation number to caller. Input and retrieve data using a computer reservation system and utilizing codes for efficiency.

• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.

• Know, understand, and communicate applicable deposit and guarantee policies as requested.

• Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.

• Comply with attendance rules and be available to work on a regular basis.

• Perform any other job-related duties as assigned.

Qualifications and Skills      

• Can communicate well with guests.

• Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.

• Ability to access, read and accurately input information using a moderately complex computer system.

• Ability to establish and maintain effective working relationships with associates, customers and patrons.

• Ability to sit for extended periods of time. Ability to input 40 WPM on a computer keyboard with or without reasonable accommodation.

• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.