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Rooms Controller

Autograph Collection Hotels

Posted on July 31, 2018

2 - 3 years Dubai - United Arab Emirates

Any Nationality

Opening 01

Job Description

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Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations. Review out-of-order rooms daily. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys. Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms. Run daily reports. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly.
Job Specific
• Be familiar with Hotel services, operational hours and ongoing promotions.
• Have a thorough knowledge of Lapita Hotel product and services.
• Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
• Check House Count to establish selling strategy for shift, monitoring it regularly during shift and responding to any changes.
• Ensure Daily Log and all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings
• Demonstrate and promote Quality Awareness amongst Front Office team. Seek ways to improve and maintain guest satisfaction scores for all front office sections.
• Ensure Contingency Reports are regularly printed and filed accordingly.
• Pre Block VIP and Marriott Elite members arrivals taking into account any special requirements.
• Ensure that all arrivals, departures, no shows, extensions and OPERA related reservation amendments are performed on a timely manner in order to avoid further confusion to all reception associates.
• Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
• Follow MRT program with housekeeping department.
• Be fully aware of Credit Policy and supervise compliance, keeping manager and all concerned departments informed of any possible credit risks.
• Supervise and arrange all long stay guest reservations. Payments, guarantees, contracts, extensions, outstanding balance and other requirements throughout their stay.
• Have thorough knowledge of Cashing up procedure.
• Be familiar and promote Marriott Rewards Program and encourage all front office associates in order to achieve monthly target.
• Be in charge of virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments
• Supervise accurate and thorough Bucket Check.
• Encourage all associates to keep working areas clean and tidy
• Have a thorough knowledge of OPERA, MARSHA, IMS and other front office related operational software.
• Be familiar with all S.O.P.s and L.S.O.P.s relating to the Front Office Operations
• Participate in the training and development of Front Office Associates and provide training to associates when necessary
• Be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
• Support and practice Empowerment within the Front Office
• Under tand all front office sections and their operational requirements.
• Be able to work shifts around the business needs to assist all front office sections.
• Be reliever for the night supervisor when needed.
• Be able to identify and resolve Guests problems and feedback up to the guest satisfaction
• Ensure that LEARN and 5W s methods are followed whilst dealing with constructive guest feedback and ensure that all concerned application are filled and concerned departments are informed
• Have a thorough knowledge of all Emergency Procedures
• Supervise guest registration and all relevant registration details required by the UAE law.
• Assuring that all Front Office receptionists are continually updated with hotel rates, packages and discounts
• Have a thorough knowledge of Visa policy and procedures and assist in absence of visa coordinator.
• Supervising compliance of FO Receptionists in Cash handling procedures to maintain an accurate float.
• Regularly conduct PCI audits in order to ensure compliance according to Marriott International standards.
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.


Hotels / Hospitality

Administration

Keywords

Housekeeping Billing Operations Monitoring Training And Development Front Office Operations Guest Satisfaction Cash Handling Incharge Reservation

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Autograph Collection Hotels


Lapita is a Polynesian themed hotel, located in the heart of Dubai Parks and Resorts. A hotel which is dedicated to families and friends who want to stay close to all the activities that the theme parks will be offering. With 504 rooms, including 60 suites and 3 villas, Lapita is the perfect relaxa tion point after a day of adventures and fun. Part of Marriott's Autograph Collection this amazing hotel offers five food and beverage outlets, two outdoor pools and a lazy river, a spa and health club, Luna & Nova Kids & Teens Club as well as meeting and event facilities. The hotel's name was inspired by the pre-historic Pacific Ocean people and their journey and settlement into the Islands ( the Lapita movement ). The design draws its inspiration from the exotic Polynesian tropical landscapes, featuring Polynesian flowers, lagoon-style pools, and themed activities.
Marriott's Autograph Collection features a select group of upscale and luxury independent partner hotels, each with its own distinct personality, experience, style and features. Located in major cities and desirable destinations around the world, Autograph guests favor hotel stays that reflect their own unique and personal styles. Be a part of our team and deliver an innovative guest experiences that resists predictability.
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