Rooms Controller SOFITEL

Job Description

• Assign room according to guest request and preferences whenever possible.
• 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.
• File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys.
• 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.
• Have a thorough knowledge of Sofitel Riyadh Hotel product and services.
• 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.
• Pre Block VIP and ALL 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 up the daily arrives with housekeeping department.
• Ensure that all guest requests and information updated in OPERA and communicated to other departments
• Be reliever for the / Front office supervisor when needed.
• Be able to identify and resolve Guests problems and feedback up to the guest satisfaction
• Constructive guest feedback and ensure that all concerned application are filled and concerned departments are informed
• Supervise guest registration and all relevant registration details required by the Saudi law.
• Assuring that all Front Office receptionists are continually updated with hotel rates, packages and discounts
• Supervising compliance of FO Receptionists in Cash handling procedures to maintain an accurate float.
• Be security conscious at all times and inform Manager on Duty of anything suspicious.
• Develop knowledge about frequent guests and their special requests and needs. Ensure the information is updated and maintained in guest profiles accordingly.
• Utilizing all available resources, follow up on previous shift requests and pending issues.
• Have an excellent approach to customer service
• At all times strive to represent Accor/ Sofitel in the most professional, courteous manner.
• Be able to perform any additional scope of duties if requested by the Management.