[{{ $ctrl._job.status.name | translate}}] Rooms Controller
The Westin Abu Dhabi Golf Resort & Spa

Posted

Job description

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.


 

Job Summary
 
   

Policies and Procedures

  • Maintain confidentiality of proprietary materials and information.

  • Follow company and department policies and procedures.

  • Protect the privacy and security of guests and coworkers.

  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

  • Perform other reasonable job duties as requested by Supervisors.

Guest Relations

  • Address guests' service needs in a professional, positive, and timely manner.

  • Assist other employees to ensure proper coverage and prompt guest service.

  • Thank guests with genuine appreciation and provide a fond farewell.

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

  • Speak to guests and co-workers using clear, appropriate and professional language.

  • Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

  • Talk with and listen to other employees to effectively exchange information.

  • Provide assistance to coworkers, ensuring they understand their tasks.

  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

  • Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

  • Coordinate tasks and work with other departments to ensure that the department runs efficiently.

  • Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

Working with Others

  • Support all co-workers and treat them with dignity and respect.

  • Develop and maintain positive and productive working relationships with other employees and departments.

  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

  • Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.

Physical Tasks

  • Stand, sit, or walk for an extended period of time or for an entire work shift.

  • Enter and locate work-related information using computers and/or point of sale systems.

  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out

  • Assign room according to guest request and preferences whenever possible.

  • Accommodate requests for room changes when possible.

  • Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.

  • Communicate to appropriate staff that there are guests that are waiting for an available room.

  • Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

  • Review out-of-order rooms daily to determine status and estimated date for return to room inventory.

  • Review requests for late check-outs and approve according to occupancy.

  • Ensure rates match market codes and that any exceptions are documented and include an explanation.

  • Verify and adjust billing for guests.

  • Pre-register designated guests and prepare key packets.

  • Organize and coordinate check-in/pre-registration procedures for arriving groups.

  • File guest paperwork or documentation.

  • Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).

  • Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.

  • Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.

  • Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.

  • Clear departures in computer system to document that rooms are no longer occupied.

Reservations/Blocking Rooms

  • Identify any over-commitments by room type (e.g., bedding, view, size).

  • Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).

  • Perform duplicate reservation checks.

  • Confirm reservations and cancellations.

Reports/Recordkeeping

  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

  • Maintain and update database containing preferences of repeat and VIP guests.

Guest Services

  • Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.

  • Receive, record, and relay messages accurately, completely, and legibly.

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Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

 

Requirements

See description

Job type
Full-time
Location
Abu Dhabi, United Arab Emirates
Department
Rooms division
Languages
English
Starting in
As soon as possible
Contract duration
Indefinite

The Westin Abu Dhabi Golf Resort & Spa

The Westin Abu Dhabi Golf Resort & Spa is the hospitality heart of the Abu Dhabi Golf Club - a 27 hole championship course, home to the PGA European Tour Abu Dhabi Golf Championship.

This exclusive golf resort in Abu Dhabi is a refreshing addition to a city sprawling with glass and steel structures and will put the focus back on the outdoors and natural surroundings.

Our restaurants and bars will offer you the finest cuisine in exceptional surroundings.

All our 172 guestrooms feature the Westin Heavenly furnishings and amenities and are facing the golf course with private balconies to soak in the atmosphere and rejuvenate

This is how it should feel. A renewing sleep, energizing workout, relaxing spa, nourishing foods, and clean, fresh air - all enable Westin guests to preserve wellness during travel.

Celebrate your special day whether its an engagement or wedding in style with beautiful surroundings at Westin Abu Dhabi Golf Resort & Spa.

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