Rooms Controller

World-renowned Sun Valley Resort is seeking a Rooms Controller.

About Sun Valley Resort:

We’re not saying Sun Valley has special powers, but a lot of magical things do happen here. The slopes on Bald and Dollar mountains enjoy a nearly lift line-free experience, not to mention a nearly cloud-free one as well. Sun Valley is rich in tradition and history, dating back to 1936, however complete remodel of the Lodge concluded in 2015 with the newly added 20,000 sq. foot spa.

About Sun Valley Resort Lodging:

• Over 370 units including
• The Lodge
• The Inn
• Cottages
• Lodge Apartments
• Condos

Duties & Responsibilities:

• Approach every encounter with guests, owners, and team members in a professional and personalized manner.
• Set the resort up for success each day by appropriately blocking guestrooms and balancing room types to enhance revenue opportunities and ensuring stay through availability.
• Conduct PBX operations by answering and directing incoming calls promptly and professionally, taking accurate messages, dispatching guest requests to the appropriate departments, and serving as a central point of communication for the resort.
• Accept and document transportation requests and communicate departure time with guests and bell service.
• Block VIPs, return guests, and upgrade-eligible reservations into appropriate room categories while protecting the right inventory for upsell opportunities.
• Block rooms to ensure availability of owner units with back-to-back reservations during high demand periods.
• Assist in the management of Out of Order and Out of Service inventory in coordination with Housekeeping, Engineering, and Front Desk, and keep Revenue Management informed.
• Cross trained on Front Desk to assist at the desk when asked including but not limited to during high volume periods and during breaks.
• Assist with the input of group rooming lists, including but not limited to auditing rooming lists, reviewing routing, payment details, etc.
• Respond to guest messaging through provided platform.
• Handle guest reservations by phone, email, and in person, including new bookings, modifications, cancellations, and same-day inquiries, ensuring rates, room types, and guest preferences are accurately captured in Opera. Apply upsell techniques and package knowledge to maximize revenue on every call.
• Take deposits on reservations when decided by the reservation and cancellation type.
• Handle wake-up calls, in-room dining order routing, emergency call procedures, and after-hours guest inquiries in accordance with resort standards.
• Maintain the confidentiality of all guest information and pertinent resort data, as well as the security and privacy of high-profile guests, in accordance with Sun Valley Resort standards.
• Ensure inventory in the property management system (Opera) is in balance and take prompt corrective action when variances appear.
• Monitor group inventory blocks in Passkey and Opera to ensure systems remain synchronized and address any interface failure notifications.
• Actively participate in daily briefings, pre-arrival meetings, and resume reviews.
• Perform other duties as assigned.

Qualifications:

• Previous experience in a hotel or resort Front Desk position preferred.
• Strong guest service skills and professional communication abilities, including the ability to interact with guests and owners with discretion and care.
• Ability to manage a high volume of tasks and multitask changing environment while maintaining accuracy and attention to detail.
• Strong listening, problem-solving, and decision-making skills, with the ability to understand, clarify, and respond appropriately to guest concerns.
• Ability to learn and use property management and reservation systems; experience with Opera and Passkey preferred.
• Strong organizational skills and the ability to manage room inventory, reservation details, and guest requests accurately.
• Demonstrated commitment to exceptional customer service and promoting a positive, collaborative work environment for team members
• Attention to detail and the ability to recognize facility and service standards that contribute to a quality resort experience.
• Ability to maintain confidentiality and handle sensitive guest information appropriately.
• Ability to work evenings, weekends, and holidays as business needs require.
• Ability to sit, stand, and walk for extended periods and reach, bend, twist, and turn as needed to perform job duties.
• Ability to utilize hands for tasks that involve gripping, handling, and reaching.
• Can safely lift and/or move up to 25 pounds.