Front Desk Rooms Controller
US-IN-Indianapolis
Omni Hotels Management Corporation
Req #: 121669
Type: Severin
|
|||||||||||||
|
|||||||||||||
Overview: The main purpose of the Rooms Controller is to coordinate and organize the hotel's guest room inventory. The Rooms Controller will act as a liaison between the Housekeeping, Front Office, and Reservations department regarding the status and distribution of all guest rooms. This position will also perform Front Desk Agent duties and provide a four-diamond welcome and departure experience to each guest, as well as serving as ambassadors throughout the guest's stay. Responsibilities: * To be thoroughly knowledgeable of all room types. * To block and pre-register all reservations arriving. * Oversee room inventory and ensure proper blocking strategies are in place. * Must be able to train new associates. * Receives in-house reservations inquiries. * Reviews resume for group blocking. * Assists with development and execution strategy of sold-out nights. * Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures * Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.) * Pre-register designated guests and prepare key packets for client retrieval. * Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery) * Familiar with all reservation special packages and procedures such as online check-in. * Understand Select Guest program and VIP procedures. * Thoroughly knowledgeable of our PMS and CRS, with a broad knowledge of Opera. * Acquainted with all check-in and check-out procedures and policies. * Acquainted with the AM and PM checklist. * Appropriately protect confidential guest information and guest room key access according to front office SOP's. * Be familiar with the Phone and Alarm System in the Ideal Services department. * Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process. * Knowledgeable of all Front Office, Guest Services and Ideal Services Moments of Service scenarios, and execute to standard. * Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests. * Be familiar with all hotel amenities and hours of operation. * To be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing). * To be familiar with local attractions and businesses. * Understand and perform cash handling processes. * Understand the importance of our Medallia scores. * Maintain 4 - Star/4 - Diamond Standards of guest service. * Proper phone and radio etiquette; answering the phone and radio with a smile in your voice. * Aid guests in locating other areas of the hotel (walk them to destination if possible). * Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications. * Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets. * Be able to place in room dining orders. * Be able to place work requests into Alice or Synergy. Qualifications: * Minimum 6 months hotel front office experience preferred. * Ability to accurately and efficiently input information into computer systems. * Ability to work cohesively with co-workers both within and outside of your department. * Ability to think clearly, quickly and make concise decisions. * Ability to prioritize, organize and follow up. * Developed computer proficiencies, OPERA experience a plus. * Strong organizational skills with the ability to multi-task in a fast-paced environment. * Ability to handle stressful situations, while maintaining a calm and welcoming demeanor. * Excellent customer service and problem-solving skills. * Must be able to work a variety of shifts, including weekends and holidays. * Must be able to sit and/or stand for extended periods of time. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift. Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.
Share this job:
