Rooms Controller

Company Description

Discover the warm hospitality of Sofitel Dubai The Palm, a luxurious 5-star beachfront resort nested on the East Crescent of the renowned Palm Jumeirah.

Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.

With touches of French elegance interlaced throughout the resort, we invite guests to enjoy an environment “Where life lives” and indulge in excellence.

The resort comprises of 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L’Occitane, Fitness Centre, Kids Club and offers a large variety of dining options with 7 restaurants, 5 bars, and lounges.

Job Description

• Pre-block rooms for all arrivals based on estimated arrival times, guest preferences, and stay history, focusing on ALL members and VIP guests.
• Allocate room upgrades fairly based on availability and upsell opportunities, prioritizing preferred rooms for loyal guests.
• Review and maintain accurate guest profiles in Opera Cloud; ensure all preferences and special requests are recorded and actioned.
• Ensure all advanced purchases and third-party payments are processed prior to guest arrival.
• Update Methods of Payment (MOPs) and billing instructions for all arrivals.
• Communicate with guests via personalized pre-arrival emails or calls to enhance the guest experience.
• Coordinate with relevant departments to fulfill special requests such as honeymoon setups, feather-free rooms, or VIP arrangements.
• Record and comply with preferences related to special occasions (birthdays, anniversaries, weddings).
• Collaborate with Revenue Management and Front Office teams on same-day sales and upsell strategies.
• Act as the main control point for saleable rooms, working closely with Revenue, Front Desk, Housekeeping, and Engineering.
• Review arrival reports and liaise with Housekeeping to ensure rooms are properly assigned and ready.
• Monitor room inventory and availability daily to maximize occupancy and revenue.
• Manage the timely release of out-of-service and out-of-order rooms after maintenance.
• Track changes such as early check-outs, late check-outs, room changes, and walk-ins, and communicate updates to Housekeeping.
• Coordinate group room allocations according to group requirements and preferences.
• Organize group arrivals and departures in collaboration with Guest Services/Bell, Housekeeping, and Front Desk.
• Manage group billing arrangements with the Credit Manager and attend group meetings as assigned.
• Prepare and handle express check-in and check-out when required.
• Pre-key ALL members and VIP arrivals, ensuring registration cards, key packets, and room keys are ready and functional.
• Follow up on same-day traces for arriving guests and manage early check-in and late check-out requests based on occupancy.
• Investigate housekeeping discrepancy reports and action weekly error correction reports.
• Print daily contingency shift reports and assist with paymaster follow-ups.
• Monitor guest preferences by actively engaging in communication and acting on requests.
• Update and follow up on no-show reports and finance-related emails regarding discrepancies or issues.
  
  

• Previous experience in a Rooms Controller or Front Office role preferred.
• Strong organizational and communication skills.
• Proficiency in English is required; additional language skills (e.g., French, German, Russian) are a strong advantage.
• Familiarity with Opera PMS is an advantage.
• Ability to multitask and work collaboratively with various departments.
• High attention to detail and a guest-focused mindset.