Rooms Controller :
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.
Actively participate in Group Strategy meetings to ensure group inventory is managed accordingly, down to the room type level.
Manage Out of Order and Out of Service room s inventory, following up with departments such as Housekeeping, Engineering, and Front Desk and updating Revenue Management team.
Enter and locate information using computers and/or POS systems.
Perform other reasonable job duties as requested by Management.
Follow all company policies and procedures.
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
Performs all duties at the Front Desk as necessary.
Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
Complies with loss prevention policies and procedures.
Skills and Qualifications
The most important qualification rooms controllers must have in order to be successful is strong guest service skills. They serve as the face of their facility, and must greet a variety of people who approach them in all manner of moods in a professional, courteous and positive way. Communication skills are also very important, as they are required to listen to and comprehend the needs of each guest. They must also be able to clearly instruct them on the location of their rooms and the services offered by the facility. Multitasking is equally important, as they may have to deal with multiple guests in-person and over the telephone over a short span of time.
1 year experience in the guest services, front desk, or related professional area.