Rooms Controller
US-AZ-Paradise Valley
Omni Hotels Management Corporation
Req #: 129531
Type: Scottsdale Resort & Spa at Montelucia
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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. Responsibilities: * To be thoroughly knowledgeable of all room types. * To block and pre-register all arriving reservations. * Oversee room inventory and ensure proper blocking strategies are in place. * Must be able to train new associates. * Oversees execution of ICI procedure Mon - Friday (Weekends when scheduled) * Receives in-house reservations inquiries. * Reviews resumes for group blocking * Attends Revenue Management meetings * Assists with development of FD sold out night strategies * Checks the Front Office cancellation e-mail on an hourly/daily basis * To have a thorough understanding of hotel occupancy trends. * Familiar with all reservation special packages and procedures. * Understand Select Guest program and VIP procedures. * To be familiar with the Housekeeping, Front Office and Reservations department's policies and procedures. * To be thoroughly knowledgeable of our PMS and CRS, with a broad knowledge of Epitome. * To be thoroughly acquainted with all check-in and check-out procedures and policies. * To 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 PBX department. * Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process. * To be thoroughly knowledgeable of all Front Office, Guest Services and Moments of Service scenarios, and execute to standard. * Be familiar with all systems and equipments as related to the Front Office (EPITOME, Nucleus, GoConcierge, Synergy, Vingcard Vision, Two-Way Radio Dispatch, ISD Firepanel) * 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 (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program) * To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage) * To be familiar with the inter-relationship between the different departments (to include PBX, 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. * Aid guests in locating other areas of the hotel (walk them to destination if possible) * Effectively operate computer, printer, telephone, pen/pencil, photo-copying machine, facsimile machine, two-way radio * Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity. * Deliver personalized, memorable guest experiences by utilizing the Power of One Qualifications: * Excellent customer service and problem solving skills * Must have strong communication, analytical, computer and organizational skills * Maintain a professional business appearance, attitude, and performance * Prior hotel front office experience required * Must be able to work a variety of shifts, including weekends and holidays * Stand, walk or sit for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift. Omni Hotels & Resorts is an equal opportunity 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.
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