Rooms Controller

OVERVIEW/BASIC FUNCTION:

Responsible for managing room inventory and allocations to maximize occupancy and revenue while ensuring guest satisfaction. This role acts as a liaison between Front Office, Housekeeping, and Reservations to guarantee smooth operations and accurate room assignments.

RESPONSIBILITIES:

•  Attending the daily arrival meeting (to discuss all guest arriving the next day)
 •  Room assignment/allocation for the next 3 days – providing the guest preference, request and stay history.

•  Updating guest profiles with preferences, background information and glitches

•  Suite and Family blocking to ensure inventory is controlled for future stays
 •  Coordinating with Sales team whenever there is a group for room allocation.
 •  VIP Status’ amenities – coordinating with Reservation team and In Room Dinning.
 •  Working with Revenue and Reservation team to close or open specific room type whenever necessary.
 •  Sharing the daily rate grid for Upselling to Front Office team.
 •  Following up with Housekeeping for the room status.
 •  Daily departure calls.
 •  Coordinating the room walk (physical check of rooms to check out in the system if its already vacant)
 •  Stay experience/ Courtesy call- calling all guests who checks-in on the same day to check their arrival experience and if they                 require further assistance including the estimated time of departure for the next day’s operation.
 •  Processing the monthly reports – Upsell, attendance, inventory, etc.
 •  In charge of operational stationary items and its inventory
 •  Covering Front Office team including Concierge whenever necessary.
 •  Designated trainer for new joiners.
 •  Processing refund forms and obtaining all required signatures and coordinating with the Finance team.

•  Close coordination with Housekeeping and Engineering for PRP or any maintenance

•   Supporting with operator phone call overflow and with Front Office email flow

•  Assisting with payroll system Oasys

•  All other administrative Duties assigned

QUALIFICATIONS:

• Experience:                         Previous experience as a Front Desk Agent or Rooms Controller.

• Education:                          High school diploma.

• General Skills:                       Must be able to perform job functions with attention to detail, speed and accuracy; 

prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

• Technical Skills:                   Ability to input and access information in the property management 

system/computers.

• Language:                            Required to speak, read and write English, with fluency in other languages preferred.

• Physical Requirements:          Must be able to exert physical effort, endure various physical movements throughout 

the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Licenses & Certifications:     None required.