Rooms Control

Full-Time

Purpose: To manage overall resort inventory to ensure all guest reservations are set up properly as well as hotel goals are met with revenue and overall service.

Essential Functions:

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
• Work closely with all hotel departments especially Group Housing, Sales, and Conference Services teams.
• Empathetically listen to guest inquiries and provide appropriate responses
• Settling guest accounts upon checkout, resolving guest issues and completing special requests.
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)

• Control suite inventory and specialty rooms according to suite request policy.
• Able to perform job functions with attention to detail, speed, and accuracy
• Able to prioritize and organize work
• Make / Change / Cancel reservations
• Verification of the VIP, ETA, billing, arrival and departure sates, room types based upon group resumes.
• Follow all Omni credit policies and understand & perform Cash handling processes
• Adhere to the selling strategies set by the DORM
• Ensures FIT reservations are processed and confirmed within 24 hours of receipt and carry the correct billing/ routing instructions

• Pre-Block all reservations needs for suites, villas, and connecting rooms
• Package including Dynamic Packages are set up properly on reservations and sent out to resort
• My Upgrades confirm upgrades as available
• Ensure amenities are set up for Packages, Birthday, Anniversary, Honeymoon
• Cancellation and Deposit Report – ensure guests are charged based on policy

• Pre-register designated guests and prepare key packets
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information.
• Employ attention to detail to ensure security of guest room access.
• Maintain guest history files on all guests.
• Accommodate room changes expediently.
• Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction.
• Issue safe deposit boxes to guests and ensure security of key.
• Generate, print and 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, special packages and promotions.
• Be thoroughly acquainted with the AM and PM checklist.
• Assist Group Housing as needed with building blocks, pulling rooming lists and pick up reports, communication to meeting planners
• Be familiar with all systems and equipment as related to the Front Desk.

Be familiar with all hotel rate plans and rate codes.

• Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (F&B outlets, Business Center, Gift Shop, Fitness Center, Spa, Recreation, and Golf Club).
• Understand and perform cash handling processes.
• Understand the importance of our Medallia scores.
• Maintain 4-Star/4–Diamond Standards of guest service.
• Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality and security of associate and proprietary information; protect company assets.
• Report accidents, injuries, and unsafe work conditions to leader.
• Perform other reasonable job duties, such as special projects as directed by the leaders.

• Attend Pre-convention meetings
• Attend Resume meeting
• Attend Group Pick up meeting
• Attend Reservations departmental meeting

Qualifications:

• Previous Reservations/Front Office Experience

• Previous working knowledge of ORS/OPMS/Delphi
• Customer Service Oriented
• Professional telephone etiquette
• Knowledge of Microsoft Office Applications
• Excellent Communication Skills
• Ability to Multi-Task
• The ability to work in a fast-paced high-pressure work environment while executing delegated tasks and assignments.
• Must be able to work a variety of shifts, including weekends and holidays.

Working Environment:

• Interior of hotel.
• May require working overnight shift.

Physical Job Requirements (for essential functions only)

• Ability to stand for prolonged periods of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

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.