Rooms Controller (Full-Time; Varied Shift)

DEPARTMENT: Hotel Front Office, Hotel Tower IV Front Desk

Efficiently check-in/check-out our guests.

Respond to inquiries and complaints efficiently, courteously, and professionally to achieve maximum guest satisfaction while complying with or exceeding all standard operating procedures and services.

Assign and balance room types based on play.

Assign and communicate VIP arrivals.

Perform guest registration and room assignments, accommodating special requests whenever possible

Responsible for setting daily criteria.

Accrue, evaluate, and distribute guest play criteria to the front desk of HCCR and HCVR for suite and room assignments

Review extremely sensitive player data with confidentiality

Review information in the Casino Management System with the utmost security and integrity

Pre-register block reservations

Coordinate bus arrivals (room assignments, reg cards, keys) and deliver to Total Rewards for NCM, Motorcoach, and Group sales arrivals

Coordinate wholesaler program, assign rooms, and ensure that contractual obligations are met

Process same-day reservations and, when necessary, future reservations following hotel rate structures and selling strategies

Handle guest check-in and check-out in accordance with hotel credit and cash policies in an efficient and friendly manner

Resolve guest complaints and answer guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc.

Monitor guests on the property list and call guests to let them know their room is ready, as rooms are inspected

Ability to use yield strategy and criteria of ATT, ADT, and Win/Loss to maximize occupancy of suite inventory with the correct player worth for the demand of the day

Ability to utilize active databases to determine criteria daily and communicate criteria to support departments

Troubleshoot all in-room movie/phone/billing problems

Cancel room reservations according to established procedures

Balance drawer bank daily

Perform other tasks as assigned by the supervisor or manager

Run all departmental reports throughout the shift for system maintenance

Check all arrivals daily

Complete all priority room assignments

Communicate needed rooms to Housekeeping teams.

Complete registration card audit daily

Distribute the night audit to Income Control daily

Complete express check-outs and due outs daily

Complete pre-registration keys and folios for key pick-up daily

Verify and communicate all suite rates are correct and work closely with Casino Hosts on status changes and availability throughout the shift

Coordinate all arrivals during system outages as designed

Adhere to all regulatory, company, and departmental policies/procedures in an ethical manner

Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values

High school diploma or GED required

One year of front desk experience is required

Must demonstrate the following essential knowledge and skills:

Excellent interpersonal, problem-solving, and analytical skills

Ability to work independently

Documented teamwork behaviors and attitudes

Excellent oral and written communication skills

Proficient in the use of Windows -based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook

Self-starter; must work without close supervision

Ability to handle multiple priorities in a fast-paced environment

Neat, professional appearance with excellent personal hygiene

Not required at time of hire; may be learned in the probationary period agreed upon at time of hire

Must be able to stoop, bend, reach, kneel, twist, and grip items

Must be able to respond to visual and aural cues

Must be able to read, write, speak, and understand English

Must be able to work in a small, shared office space

Must be able to make rational decisions when handling guests and Team Members

Must be able to operate in mentally and physically stressful situations

Must be able to lift up to 25 pounds

Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibrations, crowds, and air quality, including secondhand smoke

Must be able to work a flexible schedule, including weekends, evenings, and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.

Harrah’s Cherokee Casino Resort reserves the right to change the above job description whenever necessary. 6.13.25