Rooms Controller - InterContinental Los Angeles Downtown

About Us

Do you see yourself as a Rooms Controller? What's your passion? At IHG we're interested in YOU. We employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

The InterContinental Los Angeles Downtown Hotel is located in the Wilshire Grand building, standing 73 stories tall in the core of Downtown’s historic, entertainment, financial, arts, and sports districts. Ideally placed at the heart of the revitalized, energy-charged urban center of the United States’ second-largest city, the hotel provides first-class hospitality that seamlessly intertwines with the fabric of the burgeoning Downtown area.

Your Day to Day

As Rooms Controller, you’ll be responsible for the efficient operation of the rooming process including arrangements such as the pre-blocking, pre-registration and final check-in of hotel and VIP guests based upon time of arrival and special requests. This role organizes and coordinates the arrival and pre-registration processes for arriving groups and reviews and tracks room and check-out changes, communicating updates to the appropriate teams.

Additional Responsibilities:

• Ensures rates match market codes and document exceptions.
• Verifies and adjusts billing for guests.
• Sets up/processes all guest check-ins/check-outs, activates room keys, and secures valid payment.
• Performs duplicate reservation checks
• Responsible for posting charges and settling folios for individuals and groups as well as resolving due-outs and completing express check-outs.
• Maintains accuracy within accommodation availability.; identifies over-commitments
• Completes the non-zero balance report on a regular and on-going basis.
• Answers guests’ calls promptly and courteously and enters requests into dispatch system.
• Monitors the timeliness of response to each request and calls the guest back to ensure satisfaction.
• Responsible for the daily accurate completion of the Rooms Controller checklist.
• May be asked to assist at the Front Desk and support the Supervisor on duty with employee inquiries.
• Maintains an exceptional relationship with all hotel operations staff.
• Logs any out of the ordinary items and brings them to the attention of management.
• Expected to streamline departmental operations through the continuous assessment of policies and procedures, work processes and program effectiveness/value.
• Helps to maintain and enhance a safe, secure and comfortable environment for our guests.
• Empowered to ensure that customer’s complaints/problems/issues are handled in a effective, prompt and courteous manner.

What We Need From You

High School diploma or equivalent, some college preferred. Two years of hotel front desk experience. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:
• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products and computer equipment
• Use a keyboard to operate various property management and reservations systems, etc.

Other:
• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem solving, reasoning, motivating and training abilities are often used.
• May be required to work nights, weekends, and/or holidays.

What We Offer

The hourly pay range for this role is $22.17 - $33.25. This range is only applicable for jobs to be performed in Los Angeles, California. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself. So what's your passion? Please click “Apply” and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans