Room Controller

Responsibilities:

· To be thoroughly knowledgeable of all room types.

· To block and pre-register all arriving reservations.

· Oversee room inventory and ensure proper blocking strategies are in place.

· Must be able to train new associates.

· Oversees execution of Pre-Registration procedures

· Receives in-house reservations inquiries.

· Reviews resumes for group blocking.

· Attends Revenue Management meetings.

· Assists with development of FD sold out night strategies.

· Checks the Front Office cancellation e-mail on an hourly/daily basis.

· Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures

· Empathetically listen to guest inquiries and provide appropriate responses

· Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)

· Block rooms in the computer and follow through on designated requirements

· Pre-register designated guests and prepare key packets

· Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)

· To have a thorough understanding of hotel occupancy trends.

· Familiar with all reservation special packages and procedures.

· Understand Select Guest/GHA program and VIP procedures.

· Be familiar with the Housekeeping department’s policies and procedures.

· Be familiar with the Front Office department’s policies and procedures.

· Be familiar with the Reservations department’s policies and procedures.

· Thoroughly knowledgeable of our PMS and CRS, with a broad knowledge of Opera.

· Acquainted with all check-in and check-out procedures and policies.

· Acquainted with the AM and PM checklist.

· Appropriately protect confidential guest information and guest room key access according to front office SOP’s.

· Be familiar with the Phone and Alarm System in the Ideal Services department.

· Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.

· Knowledgeable of all Front Office, Guest Services and Ideal Services Moments of Service scenarios, and execute to standard.

· Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.

· Be familiar with all hotel amenities.

· To be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing).

· To be familiar with local attractions and businesses.

· Understand and perform cash handling processes.

· Understand the importance of our Medallia scores.

· Maintain 4 - Star/4 – Diamond Standards of guest service.

· Proper phone etiquette; answering the phone with a smile in your voice.

· Aid guests in locating other areas of the hotel (walk them to destination if possible).

· Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.

· Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.

· Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.

· Deliver personalized, memorable guest experiences by utilizing the Power of One.

Qualifications:

· Minimum 6 months hotel front office experience required.

· Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.

· Ability to accurately and efficiently input information into computer systems.

· Ability to work cohesively with co-workers both within and outside of your department.

· Ability to think clearly, quickly and make concise decisions.

· Ability to prioritize, organize and follow up.

· Developed computer proficiencies, OPERA experience a plus.

· Strong organizational skills with the ability to multi-task in a fast paced environment.

· Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.

· Excellent customer service and problem solving skills.

· Must be able to work a variety of shifts, including weekends and holidays.

· Must be able to sit and/or stand for extended periods of time. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.