Rooms Controller

Job title :                        Rooms Controller
Report directly:                Front Office Manager
Direct Reports:                           N/A

Overall Job Purpose
-Own the daily pre-arrival planning and stay-personalization process
-Manage room inventory to maximize room revenue and occupancy
-Responsible for monitoring Mobile check-in and check-out
-Responsible for managing group arrivals and departures
-Provide back-office support to the Front Office team
-Working with Others
 
Competencies

·Excellent Communication Skills
·Initiative and the Anticipation of needs
·A warm, people-oriented demeanor
·A team-first attitude
·Flexibility, problem-solving skills and multi-tasking ability 
·Positive outlook and outgoing personality
·Coordinate tasks ans work with other departments to ensure that the department runs eddiciently

Qualifications, Skills & Experience

·Fluent in both Italian and English. Knowledge of additional languages is a plus
·Strong understanding of front desk, guest services
·Great conversational skills and teamwork-oriented
·Switchboard knowledge
·Stress tolerance
·Adaptability and flexibility

Candidate profile
Education and Experience
Minimum 2-year experience in similar role or Front Office Agent.

Preferred:
·Has demonstrated the ability to always work on behalf of Guests
·Has demonstrated the ability to work with other Team Members
·Successful track record of working in a collaborative/matrixed environment

Principal Accountabilities
Maintaining Guest Services and Front Desk Goals
· Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns.
·Answer, respond to and process all guest calls, messages, questions or concerns
·Give guests information and directions regarding property and local areas of interest
.Organize and coordinate group check-in/pre-registration procedures.
·Sell rooms/accommodations to guests without reservations.
·Anticipate sold-out situations, identify how many rooms are over-committed; obtain alternative accommodations for guests with reservations.

·Block rooms in the computer, identify designated requirements.
·Perform duplicate reservation checks.
·Coordinate with Housekeeping to track readiness of rooms for check-in.
·Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
·Speak using clear and professional language.
·Answer telephones using appropriate etiquette.
·Coordinate with Housekeeping and Engineering teams to review and release on time the out-of-service and out-of-order rooms that were blocked for Rooms Preventive Maintenance
·Constantly keep track of changes in arrival patterns and room status (e.g. early check-out, late check-out, room change, unexpected stay-over, walk-ins, etc.) and communicate with Housekeeping
·Prepare and organize the group arrivals and departures in collaboration with Events department
·Handle and manage “Queue” Rooms
·Review requests for late check-outs and provide guidance accordingly
·Ensure rates match the market codes and exceptions are documented with an explanation
·Verify and adjust billing for guests
·Perform duplicate reservation checks
·Confirm reservations and cancellations
·Handle “No Show” reservations
·Follow up on 3rd party payments and pending accounts and Paymasters with necessary stakeholders involved
·Maintain Empower-GXP platform
·Time management
Additional Responsibilities
·Support team to reach common goals.
·Follow company policies and procedures
·Maintain confidentiality of proprietary information; protect company assets.
·Develop and maintain positive working relationships.
·Ensure adherence to quality standards.
·Decision making
.Able work alone and within teams
·Report and log completion