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Overview:

The main purpose of the Rooms Controller is to coordinate and organize the hotel’s guest room inventory. The Rooms Controller will act as a liaison between the Housekeeping, Front Office, and Reservations department regarding the status and distribution of all guest rooms. This posiiton will also perform Front Desk Agent duties and provide a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay.

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.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis ofany protected category with respect to the payment of wages.

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: applicationassistance@omnihotels.com.

Omni Severin Hotel

INDIANAPOLIS, INDIANA

EXPERIENCE OUR NEWLY RENOVATED HOTEL IN DOWNTOWN INDIANAPOLIS

The iconic Omni Severin Hotel in the heart of downtown Indianapolis has completed its highly anticipated renovation, honoring its original architecture and Art Deco roots. Built in intricate Beaux Arts style, this piece of local history invites you to experience the heyday of the Wholesale District. The newly reimagined 424 guest rooms and 36 suites combine traditional elegance with views of the downtown skyline and are a perfect blend of timeless sophistication and modern conveniences that will create an ideal backdrop for leisure, corporate or group stays. Omni Severin Hotel is connected to Circle Centre Mall and the Indiana Convention Center via overhead skywalks. A short walk away, catch a Colts game at Lucas Oil Stadium or a Pacers game at Gainbridge Fieldhouse. Visit the heated indoor pool year-round and dine at two new dining outlets. Whether you’re a sports fan or a history buff, you’ll find plenty of things to do near our historic hotel in Indianapolis, IN.

Address	40 West Jackson Place, Indianapolis, IN 46225
Property Type	Hotel
# Jobs	10

About Omni Hotels & Resorts

About Omni Hotels

Omni Hotels & Resorts exists to give guests an authentic feel for the local flavor in leading business gateways and leisure destinations across North America. From exceptional golf and spa retreats to dynamic business settings, each Omni property blends seamlessly into the local culture while featuring four-diamond services, signature restaurants, WiFi connectivity and unique wellness options.

At Omni, we dedicate ourselves to leaving a lasting impression with every guest through award-winning, personalized service. And to demonstrate our appreciation to those who are loyal to us, we offer a heightened level of recognition and rewards through our Select Guest^® loyalty program and the company’s Power of One^® associate empowerment program.

A WELCOME FROM JOY…

Welcome to the Omni Hotels & Resorts career page and to the first step in a rewarding career.

Omni Hotels & Resorts is known for its exemplary company culture, authenticity to the markets in which we operate, innovation and exceptional service. Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.

Our Associates will tell you: We are large enough to provide diverse career opportunities in a variety of venues, yet small enough to know you by name. Our belief in “The Power of One®” reinforces the continued evolution of the brand. Omni Hotels & Resorts’ unique ownership structure and dynamic leadership team provides stability that sets us apart from other brands.

Explore our site and get to know us. We’d love to hear from you.