Rooms Controller (Full-Time; Varied Shift) $17.50/hour

Harrah’s Cherokee Casino Resort Position Description

POSITION TITLE:                                          Rooms Controller                

DIVISION:                                                           Hotel

DEPARTMENT:                                                Hotel Front Office, Hotel Tower IV Front Desk

GRADE/FLSA STATUS:                               H11—Non-Exempt

BADGE TYPE/COLOR:                                 Key--Blue

REPORTS TO:                                                  Supervisor, Front Desk

SUPERVISES:                                                    N/A

JOB SUMMARY: 

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.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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   

MINIMUM QUALIFICATIONS:

• 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
• *Knowledge of LMS, CMS, HotSOS, Cognos, Access
• *Knowledge of Harrah’s Cherokee Casino Employment Policies

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

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• 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