Front Office - Rooms Controller

Tiempo Completo

Rooms Controller

Overview:

The responsibility of the Rooms Controller is to ensure proper maintenance of room inventory through “pre-blocking the house” and honoring special requests whenever possible.

Responsibilities:

• Pre-Block all arrivals that have special requests to ensure requests are accommodated.

• Ensure Luxury and Executiveclass roomsare pre-blocked to avoid any operational issues.

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

• Empathetically listen to guest inquiries and provideappropriate responses

• Set upaccurateaccounts for each guestchecking inaccording to their preferences (room type, payment, etc.)

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

• Pre-register designated guests andpreparekey packets

• Communicate pertinent guest information todesignateddepartments/personnel (i.e., special requests, amenity delivery)

• Maintain confidentiality of all guests and hotel information

• Employ attention to detailin order toensure security of guest room access.

• Understand and execute all Omni accounting standards ensuringaccuratesettlement of folios, routing of charges and adjustments

• Maintain guest history files on all guests

• Accommodateroom changes expediently

• Document all guest requests,complaintsor problemsimmediatelyand notify designated department/personnelfor resolvingthe situation. Follow up to ensure completion and guest satisfaction

• Issue safe deposit boxes to guests and ensure security of key

• Monitor, send and distribute guest faxes

• Generate,printand distribute daily and weekly reports

• Resolve discrepancies on the room status report with Housekeeping

• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, specialpackagesand promotions.

• To be fully acquainted with different points of interest.

• Ensure the public areas (lobby)ismaintained, clean and tidy by partnering with the Housekeeping Department.

• Responsible for a bank and all cash handling procedures.

• Accept other special duties as required by management.

• Interact with other departments to ensure that guests’ needs are satisfied.

• Speak to guests in a friendly, warm manner, making them feel welcome at the hotel.

• To proactively work to seek out ways in which to improve the hotel experience for our guests.

• Handling ofspecialrequests;i.e.flowers, amenities, gifts, rental cars,forwardingluggage, private planes, sight-seeing tours, etc.

• Encourages and builds mutual trust,respectand cooperation among co-workers. Treats co-workers fairly and equitably.

• Maintain a professional,neatand organized appearance according to Omni Boston Seaport standards.

• Respond swiftly and effectively in any emergency or safetysituations.Ensure a safe working and guest environment to reduce the risk of injury or accident.

• Attend allrequired departmenttrainingsand meetings.

• Perform any other duties required by management.

Qualifications:

• Previousluxury hotel experience is preferred.

• Previousfront office experience isrequired.

• Ability to stand for the entire scheduled shift.

• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.

• Knowledge of Property Management Systems and related computer programs

• Must be willing to work flexible hours as needed during busy times and high-profile events, including nights,weekendsand holidays.

• Highly developed customer serviceskills;possessinga friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail.

• Proven ability to engage guests at all levels. Must be passionate about providingwarm,engagingand personalized service.

• Candidatemust be able to work in a fast-paced environment and be able to handle multiple priorities.

• Mustpossessthe ability to handle stressful and busy hotel operations. Ability tomaintaina positive and professional demeanor and composure at all times.

• Must have the ability to report to work on time and when scheduled.

• Must have the ability to stand and/or walk for extended periods of time.

• Must meet standards of appearance andmaintaina high levelof personal hygiene at alltime.

• Clear,concisewrittenand verbal communication skills.Candidatemust be comfortable speaking to guests. Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers.

• Computer literacy toinclude:Payroll systems, Microsoft Office