Rooms Controller

Your Day To Day

• Verify
  and adjust Group billing and PM Account to ensure
  accuracy, process payments, and complete necessary
  paperwork.
• Activate
  room keys and ensure valid payment is received
  before issuing keys.
• Identify and resolve  style="font-family: "Times New Roman", serif;">related issue to room types, bedding, views, or size to avoid
  overbooking.
• Assign
  rooms according to guest preferences
  and requests (e.g., room types, view, accessibility needs) whenever
  possible.
• Block
  rooms in the system, ensuring that guest
  requests, special requirements, VIP status, early arrivals, and guest
  recognition are accounted for.
• Handle and track room changes style="font-family: "Times New Roman", serif;">, ensuring that room transfers, early check-outs, or late check-outs
  are coordinated with relevant departments.
• style="font-size: 10pt;">Pre-register designated
  guests and prepare key packets for smooth
  check-ins.
• Confirm
  reservations and cancellations and make
  necessary adjustments to the reservation system.
• style="font-size: 10pt;">Coordinate
  with Housekeeping to track the status
  of rooms for check-in, including reporting guest concerns regarding room
  cleanliness or maintenance.
• Accommodate requests for room changes style="font-family: "Times New Roman", serif;"> based on guest needs or preferences, while managing room availability
  effectively.
• Keep
  track of changes in room status (e.g., late
  check-out, room transfers) and ensure Housekeeping and Front Desk
  are informed.
• Run
  daily reports including IHG Guest Arrival Reports style="font-family: "Times New Roman", serif;">, review reservation details, and follow up with guests to ensure all
  requests and problems are addressed to their
  satisfaction.
• Perform duplicate reservation checks style="font-family: "Times New Roman", serif;">, ensuring no errors or overlaps in the system, and make necessary
  adjustments.
• Maintain constant communication with other
  departments, including Front Desk,
  Housekeeping, and Sales, to coordinate room availability and guest
  requests.
• Attend
  Group Resume meetings weekly to review group
  reservations, special requests, and room
  assignments.
• Ensure
  out-of-order and out of service rooms
  are reviewed daily, determining their status and estimated date for return
  to inventory.
• Review late check-out requests style="font-family: "Times New Roman", serif;"> and approve based on occupancy, ensuring proper room
  allocation.
• Coordinate with Sales and Marketing style="font-family: "Times New Roman", serif;"> for group bookings and special room
  assignments.
• Review
  market codes and rates, ensuring they align
  with room types, and document any exceptions
  with explanations.
• Clear departures in the system style="font-family: "Times New Roman", serif;"> to ensure rooms are properly accounted for and updated in
  the inventory.
• Welcome and acknowledge all guests style="font-family: "Times New Roman", serif;"> according to IHG standards, addressing their service needs
  with anticipation and professionalism.
• style="font-size: 10pt;">Record and relay guest
  messages accurately and legibly, ensuring prompt
  delivery and follow-up.
• Assist individuals with disabilities style="font-family: "Times New Roman", serif;"> and ensure they receive appropriate accommodations
  and attention.
• Adhere to company policies and procedures style="font-family: "Times New Roman", serif;">, maintaining a professional appearance, confidentiality, and cleanliness
  at all times.
• Ensure uniform and personal appearance style="font-family: "Times New Roman", serif;"> meet the standards of the hotel.
• style="font-size: 10pt;">Communicate with clarity
  and professionalism—speak with others using
  clear language, prepare and review written documents accurately, and answer
  phones using appropriate etiquette.
• style="font-size: 10pt;">File guest paperwork style="font-family: "Times New Roman", serif;"> and documentation, maintaining an organized system for easy access
  and reference.
• Track guest preferences
  and maintain a record of special requests to ensure all future stays are
  as personalized as possible.
• Follow up with guests to ensure
  their requests or problems have been met to their satisfaction, enhancing
  the guest experience.
• Perform administrative duties style="font-family: "Times New Roman", serif;"> as requested, including creating reports, managing data, and updating
  systems.
• Ensure
  the accurate tracking and recording of room status style="font-family: "Times New Roman", serif;"> in the system, including changes such as early check-outs, late
  arrivals, and other special requests.
• style="font-size: 10pt;">Coordinate
  with Housekeeping to ensure the readiness
  of rooms for check-in and handle guest concerns
  effectively.
• Serve
  as a role model within the department,
  offering guidance and support to other team members, particularly during peak
  periods.
• Promote
  teamwork and quality service, developing
  and maintaining positive relationships with other departments to ensure guest
  satisfaction.
• Assist other departments as needed,
  particularly Front Desk and Housekeeping, during busy or peak
  periods.
• Support
  departmental goals, ensuring the team reaches
  common objectives and maintains high standards
  of service.
• Follow
  safety procedures, reporting all incidents
  in accordance with company policy.
• Ensure confidentiality of proprietary
  information, protecting both guest
  and company assets.
• Ensure secure handling of guest payment
  information, including credit card
  details and other personal data.
• Perform
  ad-hoc duties and assist with unexpected tasks as requested
  by Supervisors or management.
• Act as a liaison for any
  emergency or special circumstances, ensuring that issues are resolved quickly
  and effectively.

What We Need From You