Rooms Controller

Job description

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Own the daily pre-arrival planning and stay-personalization process

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Pre-block rooms for all arrivals, with considerations of the estimated time of arrivals, personal guest preferences and stay history. Focus on Elite members and other VIP guest

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Allocate room upgrades based on availability, balancing upsell opportunities with prioritization of preferred rooms/room types for Elite members

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Review special requests on reservations and coordinate with other related departments to anticipate and fulfill the ask/s, e.g. feather-free request, honeymoon or VIP setup

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Ensure all special occasions stay information (e.g., birthday, anniversary, wedding couples, etc.) are taken note of and preferences are complied with and executed

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Prepare same day reservations (day use, lay over, etc.) and print registration cards, as well as executing any related PMS updates (e.g. routing instructions, etc.)

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Manage room inventory to maximize room revenue and occupancy

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Communicate and align with Revenue management leader and Front Office Manager on same-day sell/upsell strategy

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Review and manage guestroom inventory for same-day sales to maximize yield and occupancy

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Act as the main point of control for saleable rooms in conjunction with Revenue, Front Desk, Housekeeping and Engineering teams

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Review arrival reports and communicate effectively to the Housekeeping department for proper room assignment process

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Monitor the percentage of vacant clean rooms based on arrival patterns to ensure that there are adequate vacant clean inspected rooms to manage arrival patterns

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Ensure pre-blocked rooms are released as “Vacant-Clean-Inspected” (VCI) by Housekeeping and ready prior to guest reservations with ETA

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Follow up and liaise on Item Inventory procedure with Housekeeping

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Coordinate with Housekeeping and Engineering teams to review and release on time the out-of-service and out-of-order rooms that were blocked for Rooms Preventive Maintenance (RPM)

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Constantly keep track of changes in arrival patterns and room status (e.g. early check-out, late check-out, room change, unexpected stay-over, walk-ins, etc.) and communicate with Housekeeping

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Manage and coordinate sold out and overbooking situations

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Handle inventory balancing and error log review of PMS and Reservation systems

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Responsible for monitoring Mobile check-in and check-out

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Be responsible of monitoring and taking care of the Mobile Guest Service Control Panel

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Review the panel to process mobile check-in requests, prepare room assignment according to the arrival time and pre-register with keys

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Review the panel to process the mobile check-out requests, perform check-out on the PMS system and follow up with e-folios sending to guests

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Responsible for managing group arrivals and departures

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Coordinate with sales or events departments to obtain group arrival and departure information

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Attend weekly Group Resume meetings as assigned by the Supervisor

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Prepare and organize the group arrivals and departures by communicating with Guest Services/Bell, Housekeeping and Front Desk teams to ensure flawless check-in and check-out experiences

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Responsible to handle all group-related guest experience requests with Events Manager and group billing arrangements with Credit Manager

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Provide back-office support to the Front Office team

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Prepare all designated Elite members and VIP arrivals by preparing registration card, key packet and room keys. Ensure keys are working until departure date and time, esp. if late check-out has been committed in advance with the reservation

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Follow up and action on all same day traces in the PMS report for arriving guests

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Review and prepare for early check-in, express and late check-out requests from guests and provide guidance to the associates based on occupancy and arrival patterns

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Follow up on 3 rd party payments and pending accounts and Paymasters with necessary stakeholders involved

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Review of daily rate checks and fix any possible rate variances

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Take responsibility with Front Office supervisor on duty for credit risks guests

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Liaise with Housekeeping to prepare showrooms for sales & marketing needs

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Follow up on Missing Stay and Loyalty certification processes

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Print daily contingency shift report

Other job responsibilities

1. Policies and Procedures

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Maintain confidentiality of proprietary materials and information (PCI requirements)

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Follow company and department policies and procedures

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Protect the privacy and security of guests and coworkers

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Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures

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Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures

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Perform other reasonable job duties as requested by Supervisors

2. Perform Guest Relations function

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Address guests' service needs in a professional, positive, and timely manner

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Assist other employees to ensure proper coverage and prompt guest service

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Thank guests with genuine appreciation and provide a fond farewell

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Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust

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Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible

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Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible

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Engage guests in conversation regarding their stay, property services, and area attractions/offerings

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Provide assistance to individuals with disabilities within guidelines

3. Communicate effectively

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Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call

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Speak to guests and co-workers using clear, appropriate and professional language

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Exchange information with other employees using electronic devices

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Talk and listen to other employees to effectively exchange information

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Provide assistance to coworkers, ensuring they understand their tasks

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Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property

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Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness

4. Assist Management

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Coordinate tasks and work with other departments to ensure that the department runs efficiently

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Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties

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Help to onboard new hires

5. Working with Others

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Support all co-workers and treat them with dignity and respect

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Develop and maintain positive, productive working relationships with associates and other departments

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Handle sensitive issues with associates and/or guests with tact, respect, diplomacy and confidentiality

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Partner and assist others to promote an environment of teamwork and achieve common goals

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Quality Assurance/Quality Improvement

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Comply with quality assurance expectations and standards

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Actively use guestVoice to support front desk execution on guest experiences or anticipate challenges prior to guest arrivals.

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Check-in/Check-out

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Accommodate requests for room changes when possible

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Keep track of changes on room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping

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Handle and manage “Queue” Rooms

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Review requests for late check-outs and provide guidance accordingly

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Ensure rates match the market codes and exceptions are documented with an explanation

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Verify and adjust billing for guests

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Pre-register designated guests and prepare key packets

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File guest paperwork or documentation

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Process all guest check-ins by confirming reservations in computer PMS system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures in alignment with local laws

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Activate room keys using electronic key machine and re-issue new room keys to guests as necessary by verifying guest identity and using electronic key machine

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Secure valid form of payment prior to issuing room key

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Clear departures in computer system to document that rooms are no longer occupied

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Reservations/Blocking Rooms

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Identify any over-commitments by room type and bed type

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Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition)

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Perform duplicate reservation checks

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Confirm reservations and cancellations

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Handle “No Show” reservations

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Reports/Recordkeeping

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Run daily arrival reports and identify any special requests

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Maintain and update database containing preferences of repeat and VIP guests

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Maintain Empower – GXP platform

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Guest Services

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Contact appropriate individual or department (e.g., Bellman, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem

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Follow up with guests to ensure their requests or problems have been met to their satisfaction

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Receive, record, and relay messages accurately, completely, and legibly

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Desired profile

Qualifications :

Skills and Competences

1. Analytical Skills

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Problem solving

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Decision making

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Computer skills

2. Interpersonal Skills

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Customer service orientation

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Interpersonal skills

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Able to work alone and within teams

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Diversity relations

3. Communications

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Telephone etiquette skills

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English language proficiency (verbal/listening/writing)

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Listening, reading and writing skills

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Report and log completion

4. Personal Attributes

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Dependability

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Integrity

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Positive demeanor

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Initiative

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Stress tolerance

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Adaptability and flexibility

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Safety orientation

5. Organization

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Detail orientation

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Multi-tasking

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Time management

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Planning and organizing