Rooms Controller - The St. Regis Venice

Job description

The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York's Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis.

Desired profile

Qualifications :

The newly-opened The St. Regis Venice is currently recruiting for a Rooms Controller.

Reporting to the Director of Rooms, the main responsibilities will be:

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.)

Manage room inventory to maximize room revenue and occupancy

·  Communicate and align with 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 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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Coordinate sold out and overbooking situations with the Front Office Manager and Director of Rooms

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Handle inventory balancing and error log review of PMS and Reservation systems (Marsha)

Responsible for monitoring Mobile check-in and check-out

·  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

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 Front Office Manager and Director of Rooms 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

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 if and when needed. 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

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

· 
Review of daily rate checks and fix any possible rate variances with the Front Office Managers. Verify Rate changes report at least twice per day.

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

· 
Liaise with Housekeeping to prepare showrooms for sales & marketing needs

· 
Follow up on Missing Stay and Loyalty certification processes with the BonVoy Champions

· 
Print daily contingency shift report

Requirements:

·  Experience in luxury hospitality at national and international level
·  Excellent level of English: writing, reading and speaking
·  Analytical Skills
·  Interpersonal Skills
·  Outstanding Communication skills
·  Multi-tasking and time management abilities

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.