Overview
company description: inmerso en el paraíso costero de la riviera maya, etéreo is a new auberge resorts collection destination that opened in 2021, offering a luxury experience with access to expansive gardens, a pristine white-sand beach, and a deep connection to nature and guests.
job description: the rooms controller collaborates with front office, guest experience, and housekeeping to improve interdepartmental communication and ensure smooth daily operations. This role keeps hotel room blocks balanced and assigned, considering guest needs, and works with engineering to manage room blocks for preventive maintenance. The position also generates administrative reports, including daily property openings and closings, with the aim of supporting all team members and ensuring guest and staff satisfaction based on auberge and forbes standards.
responsibilities
* ensure the guest experience meets or exceeds all the auberge/forbes quality and service standards.
* assign all room reservations daily, considering guest preferences to prevent overbooking.
* maintain in-depth knowledge of the property layout: room distribution, connecting room options, features, and availability for upgrades or upselling.
* act as operations dispatcher by tracking arrivals and departures, room moves, and vacant rooms.
* review inventory daily and balance the house by upgrading guests eligible for this benefit.
* assist in finding alternatives for room moves if necessary due to complaints or maintenance needs.
* monitor rooms that are out of service or out of order (inventory).
* monitor item inventory to determine whether to rent or purchase additional items during high demand.
* print housekeeping traces highlighting high-profile guests, their preferences, special requests, and celebrations.
* assign sections to housemen and rooms to housekeepers.
* prepare task sheets for room attendants, ensuring all relevant notes are clearly communicated.
* print the arrival list, distribute it among supervisors by section, and retain a reference copy.
* enter and record guest requests into opera (guest profile) as applicable (e.g., requests for specific coffee capsules, bed-making preferences, etc.).
* verify do not disturb (dnd) statuses and adjust task sheets accordingly.
* ensure all turndown amenities are completed as required.
qualifications
* a genuine affinity for interacting meaningfully and positively with etereo teammates.
* self-confidence and leadership skills
* two years’ experience at a hotel
* able to work on a flexible schedule, including weekends and holidays, according to department needs
* drive to learn multiple computer programs and continually refine processes
* ability to clearly communicate in english with guests, employees, owners, and management both orally and in writing.
* ability to handle multiple tasks simultaneously, prioritizing with utmost care for the guest experience, including balancing operating computer programs and professional telephone interaction.
* ability to think critically and solve problems as they arise.
* ability to input and access data in a computer.
* ability to be a clear thinker and remain calm under pressure.
* ability to maintain the confidentiality of guest information and designated hotel data.
* ability to work cohesively with other departments and individuals as part of a team.
* ability to prioritize and follow up on work assignments.
* awareness and sensitivity to the concept of luxury and quality
* responsive and genuine with guests and colleagues
* understands the value of employees, customers and profit link
* inspires cooperation and commitment
* has a sense of urgency
* communicates clearly and persuasively
* open to feedback and learning
* aim to achieve and be goal-oriented
additional information
* english spoken
* luxury hotel experience
* spanish language competency
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