Rooms Controller Resume Samples

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L Rice

Lane

Rice

350 Leonel Rest

Boston

+1 (555) 880 7342

350 Leonel Rest

Boston

Phone

p +1 (555) 880 7342

Experience Experience

Philadelphia, PA

Rooms Controller

Philadelphia, PA

Bode LLC

Philadelphia, PA

Rooms Controller

Participate in the training and development of Front Office Associates and provide training to associates when necessary
Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
Performs other related tasks as assigned by management
Attends Revenue Management meetings
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working
Check House Count to establish selling strategy for shift, monitoring it regularly during shift and responding to any changes
Complete other tasks as assigned by management

Boston, MA

Franchised Rooms Controller

Boston, MA

Lockman, Beahan and Jacobson

Boston, MA

Franchised Rooms Controller

Interacts with sales managers/convention managers regarding the proper handling for their groups
Manage wait lists and assist Front Desk during high business demands
Assist the Front Office Manager to oversee the entire operation related to groups / crew, maintaining the company’s highest standards
Perform other duties | special projects as assigned by Front Office Management
Assists with development of FD sold out night strategies
Performs general office duties such as filing, orders, work orders etc. (20% time)
Perform any other tasks assigned by management

present

Phoenix, AZ

Rooms Controller / Phone Operator

Phoenix, AZ

Wilkinson Group

present

Phoenix, AZ

Rooms Controller / Phone Operator

present

Assist in the cleanliness and general maintenance of the front desk and reception area
Perform other related clerical tasks
Take payments, post charges, enter amounts into computer, and balance accounts at end of shift
Check guests out. Run various computer reports (checkouts, guest lists and the like)
Put keys away and do a key inventory
Relay maintenance and housekeeping requests to proper staff members
Communicate any potential challenges to Front Desk Manager/Assistant Front Office Manager

Education Education

Bachelor’s Degree

Temple University

Bachelor’s Degree

Skills Skills

Proficient in time management; the ability to organize and manage multiple priorities
Good knowledge of Opera and MARSHA systems
Good knowledge of the rooms inventory
Able to use sound judgment; work independently, with minimal supervision
Ability to maintain composure under pressure environments
Ability to communicate effectively
Ability to prioritize assignments
Strong organizational and time management skills
Ability to take direction and complete tasks
Good level of English essential

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Reservations Specialist / Rooms Controller Resume Examples & Samples

Understand and practice Marriott’s high standards of hospitality. Practice teamwork and respect toward your fellow associates and always maintain a positive attitude
Report to work on time dressed in neat, clean appropriate casual business attire and follow proper personal hygiene standards. Follow proper uniform standards, including name tag and Brilliant card
Perform proactive, professional and aggressive hospitality, and always use appropriate vocabulary
Always greet guests that come within the 15/5 rule. Always avoid slang or jargon of any kind
Ability to effectively use the L.E.A.R.N. technique for dealing with guest complaints
Be knowledgeable about the hotel information, local attractions, restaurant and transportation available around the hotel, as well as in house activities, in order to answer inquiries
Attain a high knowledge base on all market codes and corresponding rates
Participates in daily arrivals meeting with Reservations Manager, and communicates any guest opportunities
Proficient with MARSHA and PMS systems
Understand the importance of the guests’ privacy and confidentiality at all times
Complete required training classes, including New Hire Training and Service Excellence
Each associate is expected to carry out all reasonable requests by management that the associate is capable of performing
Suite block management and Standard room block management
Perform Arrivals and duplicate reservation check
Inventory balancing in Marsha and PMS, ensure daily and long term accuracy
Monitor websites for “Look No Further” rate parity
Owner condo requests and managing condo revenue tracking
VIP guest tracking, Marriott top 10, In-house VIP, Group VIP’s
Handle incoming phone calls / special guest requests regarding individual reservations
Clearing exceptions file in PMS
Must be able to communicate effectively in English, both written and verbal. -required
Must be able to add, subtract, multiply, or divide quickly and correctly. -required
Must be able to interact, develop and sustain productive customer and associate relationships; actively seeking information to understand and address audience’s needs. -required
One year customer service. -required
One year Front Desk Agent experience. -preferred
Marriott Front Desk experience. -preferred
Experience with the following computer systems: P.M.S., MARSHA, Outlook, Internet, Excel, Word, Guestware or Oscar. -preferred
Must be able to sit or stand for long periods of time. -required

Franchised Rooms Controller Resume Examples & Samples

Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/up sell strategies. Accommodate special requests when possible
Use Guestware to input guest preferences and history
Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures
Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc
Pre-register, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations according to policies and procedures
Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations
On time and at work when scheduled and in proper uniform
Attend department meetings as scheduled
Consistent professional and positive attitude and actions when communicating with guests and associates
Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned. Check with manager / supervisor before leaving work area for any reason
Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested
Any other duties / tasks as requested by management
Prints arrivals with local and SGI profiles
Track SGI requests and distribute them to housekeeping in a timely manner
Print special requests forms for bonus points
Review Group Coversheets. Takes action as needed
Complete the Elite blocking, special requests, connecting & adjoining, sport teams/tour groups
Place elite reservations in “2” status when approaching sold out status
Attend Voice of the Guest meeting
Check Virtual Concierge Requests. Take action as needed
Help out at Front Desk or AYS if needed

Rooms Controller Resume Examples & Samples

Ideally will have experience in a similar supervisory position within front office department
Pro-active and reliable
Able to work alone and within a team
Problem Solving and Complain Handling
Multi-Tasking
OPERA, MARSHA, IMS, Virtual Concierge, Microsoft Office and other operating systems
Be familiar with Hotel services, operational hours and ongoing promotions
Have a thorough knowledge of JW Marriott Marquis Hotel product and services
Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed
Check House Count to establish selling strategy for shift, monitoring it regularly during shift and responding to any changes
Ensure Daily Log and all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings
Demonstrate and promote Quality Awareness amongst Front Office team. Seek ways to improve and maintain guest satisfaction scores for all front office sections
Ensure Contingency Reports are regularly printed and filed accordingly
Pre Block VIP and Marriott Elite members’ arrivals taking into account any special requirements
Ensure that all arrivals, departures, no shows, extensions and OPERA related reservation amendments are performed on a timely manner in order to avoid further confusion to all reception associates
Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences
Follow MRT program with housekeeping department
Be fully aware of Credit Policy and supervise compliance, keeping manager and all concerned departments informed of any possible credit risks
Supervise and arrange all “long stay guest” reservations. Payments, guarantees, contracts, extensions, outstanding balance and other requirements throughout their stay
Have thorough knowledge of Cashing up procedure
Be familiar and promote Marriott Rewards Program and encourage all front office associates in order to achieve monthly target
Be in charge of virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments
Supervise accurate and thorough Bucket Check
Encourage all associates to keep working areas clean and tidy
Have a thorough knowledge of OPERA, MARSHA, IMS and other front office related operational software
Be familiar with all S.O.P.s and L.S.O.P.s relating to the Front Office Operations
Participate in the training and development of Front Office Associates and provide training to associates when necessary
Be aware of remedial steps to be taken to rectify Housekeeping discrepancies
Support and practice Empowerment within the Front Office
Understand all front office sections and their operational requirements
Be able to work shifts around the business needs to assist all front office sections
Be reliever for the night supervisor when needed
Be able to identify and resolve Guests problems and feedback up to the guest satisfaction
Ensure that LEARN and 5W’s methods are followed whilst dealing with constructive guest feedback and ensure that all concerned application are filled and concerned departments are informed
Have a thorough knowledge of all Emergency Procedures

Rooms Controller / Phone Operator Resume Examples & Samples

Check in guests at front desk, entering appropriate information into and running necessary reports from computer system
Take payments, post charges, enter amounts into computer, and balance accounts at end of shift
Answer a variety of questions from guests, and handle routine problems, referring more unusual or difficult problems or complaints to supervisor or other appropriate staff members
Relay maintenance and housekeeping requests to proper staff members
Answer the switchboard in a pleasant and courteous manner within 3 rings and transfer the call to appropriate department or person
Check guests out. Run various computer reports (checkouts, guest lists and the like)
Handle emergencies that arise when on duty alone, notifying appropriate personnel
Put keys away and do a key inventory
Perform other related clerical tasks
Assist in the cleanliness and general maintenance of the front desk and reception area
One year housekeeping/laundry experience. -required
Ability to read, write, and speak English. -required
Must be able to stand for extended periods of time –required
Must have a flexible schedule - required
Previous Lodging/Hospitality/Call Center experience - preferred

Rooms Controller Resume Examples & Samples

Retrieve and review reservations arrival report on a daily basis and use known information to create detailed and personalized portfolio for guest. When guest information is unknown, conduct research as needed to gain more information on guest’s stay and preferences. Contact the booking agent to get all information needed to provide seamless check in and amenities
Be trained in Front Office, IRD, and Housekeeping operations to ensure seamless guest experience. Block guest’s room type according to preferences
Check all existing reservations on a daily basis and update accordingly. Reviews all preferred accounts arrivals and keep strong relationship with the booking agent and the hotel guest
Maintain collaborative partnership with Executive Housekeeper and Front Office Manager to ensure proper room types are available according to the daily reservations plan. Prioritize reservations and room type based on need and availability
Be the centralized communication point ensuring rooms are ready and blocked appropriately as guests arrive
Confirm guest preferences via reservation and maintain accurate record of guest’s preferences. Schedule reservations at Spa or Restaurants as needed
Sees the appropriate note is written and accompanies amenities and gifts. Order special gifts i.e. Monogrammed bath robes, flowers, etc
Coordinates with Front Desk, Docent, and Kitchen and In-room dining to which amenities are to be delivering are pre-blocked and identified
Receive, order, process, deliver, and communicate room amenities and gift requests to all departments involved. Follow amenity standards by documenting and billing accurately and appropriately. Coordinates delivery of all gifts, and amenities with respective departments
Attend and Lead the Intuitive arrival meeting. Prepare all reports for the IAM meeting and distribute before the meeting
Greet guests with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions
Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested
Provide clear and professional written and verbal communication
1-2 years guest service or front desk experience in a luxury hotel environment preferred

Rooms Controller Resume Examples & Samples

Assist the Front Office Manager to oversee the entire operation related to groups / crew, maintaining the company’s highest standards
Attend weekly group meeting, write an email to entire front office team with summary of most important points
Attend Summits
Attend BFM
Read group information received by the sales department and analyze rooming lists
Ensure Team Members (entire FO – Guest Service, Business Center, Executive Lounge, Concierge and Reception) have current knowledge of all groups that are arriving within upcoming days and in-house
Support supervisor in charge of scheduling to assure group business is well covered
Ensure VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Assignment of rooms, entering of special comments, do not move, pre-block
Support the team to prepare on a daily basis crew arrivals
Previous supervisory experience in Front Office within the hotel/leisure/retail
High level of IT proficiency
High level of commercial awareness and sales capabilities
Excellent leadership, interpersonal and communication skills
Accountable and resilient

Rooms Controller Resume Examples & Samples

Ensure house is balanced 14 days out, with all guest and group requests properly met
Ensure certain category rooms are blocked 2 months out (suites, doubles)
Ensure any rooms Out of Order or Out of Service have valid reasons and end dates
Review following day’s reservations blocking to maintain clean turns and avoid back to back requests for late arrivals/early departures and ensuring reservation cleanliness so all other departments are prepared for the guest’s needs
Communicate all potential blocking and selling issues to Reservations Manager and Front Desk Manager to ensure that house is open for booking by room type
Communicate all potential upsell opportunity for the day to Front Office team, while working with Housekeeping to make sure the rooms are inspected
Maintain block to avoid overselling of certain room types while others are still open, allowing room types to be sold per Revenue Management direction
Assist Front Office team with flipping queue and blocked arrivals on high volume arrival days
Follow up directly with booking agents and guests with regards to request about room configuration or noticed issues with reservation
On days when the Guest Experience Coordinator is off, responsible for greeting and assisting VIP guests in house
Comply with Four Seasons standards for Rooms and Reservations, while working harmoniously and professionally with co-workers and Planning Committee
Respond according to the crisis management plan to any resort emergency or safety situation
Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact
Periodically assist with Front of House operations including greeting and directing guests, manning hospitality desks, and checking guests in and out at the Front Desk
Assist with all guest inquiries within Rooms Department and Reservations Participate in scheduled departmental and administrative meetings as requested
Perform other task or projects as assigned by Hotel Management

Rooms Controller Resume Examples & Samples

High school graduate
College degree preferred
Previous customer service experience
Fully bilingual (English/Spanish)
Previous experience in similar position preferred
Previous front desk experience
Previous supervisory experience, strongly preferred
Computer proficiency
Knowledge of Guest Service Operations and overall knowledge of Resort Operations a plus
Experience working with Opera system, strongly preferred
Able to work a flexible schedule including weekends and holidays

Rooms Controller Resume Examples & Samples

Advise team of any special events or VIP Guests in the hotel for events or for general accommodations
Understand thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
Monitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork
Ensure Team Members have a current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties
Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Follow and adhere to company brand standards
Assist other departments wherever necessary and maintain good working relationships with Team Members
Work closely with Reservations team in ensuring arriving guests’ room preference are handled accordingly
Plan for unexpected arrivals and disseminate information to relevant departments
Previous experience in a customer-focused industry
Desire to progress within the Hospitality industry
Previous experience in the hotel industry

Rooms Controller Resume Examples & Samples

Block all VIP & FPC rooms 7 days out based on standards set by Fairmont and the Front Office Leadership team
Block all special requests and long stay guests 7 days out based on standards set by the Front Office Leadership team
Ensure all traces and communication tools are in guest reservations to ensure seamless service when guest is on property
Ensure close communication with the Housekeeping Department about specials and requests being delivered to rooms which are blocked
Review through all group resumes to ensure all areas of Front Desk, Guest Services, Royal Service, VIP, Concierge and Valet are communicated and understood. All information is placed in Property Manager and communicated to the Assistant Front Office Manager for scheduling
Maintain a balanced inventory in all room categories 30 days out. Review again at 10 days, 5 days, and day prior
Communicate any potential challenges to Front Desk Manager/Assistant Front Office Manager
Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations
Review Room queue and work with Housekeeping to expedite turnover
Reach out to guests to communicate room is ready and coordinate luggage delivery with Guest Services if luggage has been stored
Manage the strict safekeeping of guests’ personal data and maintenance of privacy
Handle Due-Out and Discrepancy updating in communication with the Housekeeping Department
Respond to queries positively
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working
Follow department policies, procedures and service standards, including all safety policies
Passion for guest service
Excellent written and verbal communication, interpersonal and leadership skills
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Fluency in English, secondary language preferred
Minimum of 1 year previous proven Supervisory position or equivalent in a customer service industry
Must have the ability to handle a multitude of tasks and Guest requests
Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
Knowledge of Micros-Fidelio Property Management System an asset

Rooms Controller Resume Examples & Samples

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
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 department’s policies and procedures
To be familiar with the Front Office department’s policies and procedures
To be familiar with the Reservations department’s policies and procedures
To be thoroughly knowledgeable of our PMS and CRS, with a broad knowledge of Epitome
Be familiar with all systems and equipments as related to the Front Office
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 be familiar with all hotel facilities
To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, and Engineering)
To be familiar with local attractions and businesses
Understand and perform cash handling processes
Understand the importance of our Revintae scores
Must have strong communication, analytical, computer and organizational skills
Prior hotel front office experience required
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

Rooms Controller Resume Examples & Samples

Must be able to train new associates
Oversees execution of ICI procedure Mon – Friday (Weekends when scheduled)
To be thoroughly knowledgeable of all Front Office, Guest Services and PBX 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 )
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 local attractions and businesses (to include Charlotte Athletic Club, Museums, Restaurants, BOA Plaza, Epicenter, Malls)
Maintain 4 - Star/4 – Diamond Standards of guest service
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

Rooms Controller Resume Examples & Samples

Supervise guest registration and all relevant registration details required by the UAE law
Assuring that all Front Office receptionists are continually updated with hotel rates, packages and discounts
Have a thorough knowledge of Visa policy and procedures and assist in absence of visa coordinator
Supervising compliance of FO Receptionists in Cash handling procedures to maintain an accurate float
Regularly conduct PCI audits in order to ensure compliance according to Marriott International standards
Be fully aware of the Marriott Brand standard compliance requirements for all front office sections
Attend weekly sales strategy and other front office operational meetings to ensure up to date information within the department
Be security conscious at all times and inform Manager on Duty of anything suspicious
Prepare and ensure timely delivery of daily reports to other departments as well as executive office
Perform any reasonable task as requested by the Management
Report to work on time with proper uniform, including name tag. Personal appearance and other grooming standards must comply with the standard of the hotel
Assist in maintenance of bulletin board, or other visual representation, to note any outstanding issues, supply shortages, etc
Develop knowledge about frequent guests and their special requests and needs. Ensure the information is updated and maintained in guest profiles accordingly
Utilizing all available resources, follow up on previous shift requests and pending issues
Each associate is expected to carry out, within their capabilities, all reasonable requests by management
Be flexible according to the business need
Have an excellent approach to customer service
Have strong organizational skills; always practice “Clean as you go”
At all times strive to represent Marriott in the most professional, courteous manner
Be able to perform any additional scope of duties if requested by the Management

Rooms Controller Resume Examples & Samples

Pre-block special requests/groups, room assignment, etc. on a daily basis. Pre-register groups when applicable
Create daily "show room" listing
Create daily VIP, show rooms inspection sheet
Review & identify out of order rooms
Assign rooms daily
Maintain contact with Housekeeping, Sales, Conference Services and Reservations
Knowledge of all Property Management System
Assist Front Desk when necessary
Manage room waits
Work with the Engineering department to schedule rooms out or order for maintenance
Complete other tasks as assigned by management
One to two years Front Desk and/or Reservations experience is required, preferably in an upscale, high-volume environment

Rooms Controller Resume Examples & Samples

Ensure the smooth operation of the housekeeping department; Acts as direct liaison between resort guests and housekeeping staff; Respond to all incoming guest and front desk requests for housekeeping or maintenance services; Run daily clean/dirty unit reports; Record, delegate and monitor housekeeping productivity for timely completion; Report status of assignments and communicate readiness of units to Front Desk and management; Perform basic clerical assignments; Observe precautions required to protect hotel and guest property, and report damage, theft, and found articles to supervisors. (60% time)
Maintain positive customer and associate relationships: Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Handle guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiry or concern to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. (10% time)
Ensure compliance with: Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Housekeeping Department Operating Procedures, and Standard Operating Procedures. (15% time)
Detail oriented with organizational and time management skills
Ability to direct personnel to achieve desired results
Ability to prioritize customer and operational needs and requests
Must maintain a professional appearance and a Count on Me attitude towards all guests and staff
Must be able to work in high stress, high priority situation
Six months related housekeeping or guest services experience

Overnight Rooms Controller Resume Examples & Samples

Enthusiastically welcome our guests, anticipate their needs, assist them with check in and check out, and respond promptly with your personal spirit, however busy and whatever time of day
Create memorable experiences with a warm, welcoming personality that can relate to guests and associates
Utilize the freedom to go beyond to take initiative to resolve guest complaints and create loyalty
Share your personal passions and knowledge of the services and amenities available to guests to help them feel at home
Collaborate with team members to communicate what you see and hear to staff and management to ensure the guests’ needs are being met
Enjoy multi-tasking at a fast pace while having an impeccable eye for detai l to ensure accuracy and efficiency
Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it’s also a lot of fun!
Experience. Previous experience passionately providing service to others and assisting them with cash transactions
People Person. The best part of serving others is creating experiences for them that go beyond the expected
Great communicator. Providing amazing experiences requires the ability to communicate fluently in English both verbally and through legible writing
A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy

Rooms Controller Resume Examples & Samples

Previous experience in a Guest service role.. Shift leader role but not necessary
Good knowledge of Opera and MARSHA systems
Good knowledge of the rooms inventory
Liaison skills, as will be working closely with Events, Housekeeping and Guest Relations teams
Attend the 10@10, afternoon shift handover, Operations and BEO Meetings
Ensure that all MARSHA and Opera systems are balanced every day
Ensure that all reservations for the next seven days are always transferred across
Ensure that all third party and direct billed bookings are routed correctly in Opera and relevant back up information is filed for the front desk
Ensure that all Complimentary and High Value guests are highlighted to the front desk team and roomed as per preferences
Monitors VIP and group rooms, communicates with housekeeping on arrival times
Is able to prepare and run rooms control on a manual system, maintains contingency reports
Prepares and updates group information board from the trace files daily
Is creative and quick in resolving discrepancies, moving blocks to minimize waits, clearing Queue Reservations in a timely manner and verifying rooms’ status
Reviews group cover sheets and is aware of special needs and requests before arrival
Interacts with sales managers/convention managers regarding the proper handling for their groups
Has a full understanding of blocking guaranteed room types strategically, to accomplish daily blocking goals
Update front desk team on sale strategy for the day, and week ahead
Checks house count and room type availability to establish selling strategy with the shifts leaders and associates
Have knowledge of room locations, types, building layout and outlets hours of operation
Liaise with finance department, for any credit related guest queries and to set up an AR accounts
Attend weekly credit meetings
Verify the No Shows on a daily basis and inform the night team of any discrepancies, and actions to be taken
Communicate to front desk all new rates and promotions,
Train department associates and new starters on Opera/MARSHA and billing systems
Ensure thorough handover is made to shift leaders for the weekend operations
Actively promotes both Hotels and outlets of other Marriott, Courtyard, Renaissance, Grand Residence Club, JW Marriott Hotels in London and other properties / Brands world-wide
Has an understanding of the financial targets (including budget) of the desk and works with the Front of House Manager to ensure spending is within budget set or critiqued as necessary
Has an understanding of the total Hotel Goals and actively works to ensure they are met. Is proactive in seeking out new revenue streams and maximizing those already in place
Department successfully passes the Brand Standard Audit
Department scores high in the AA audit
Championing Passport – to – Success training in the department for all Front Office Associates

Rooms Controller Resume Examples & Samples

Be thoroughly knowledgeable of all room types
Have a thorough understanding of hotel occupancy trends
Be familiar with the Housekeeping, Front Office, and Reservation departments policies and procedures
Be thoroughly knowledgeable of our PMS and CRS
Manage room inventory and complete efficient blocking with communication to all departments to ensure guests receive requests and are not inconvenienced due to improper blocking procedures
Perform any other tasks assigned by management
Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify, recommend, develop and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings
Manage wait lists and assist Front Desk during high business demands
To be thoroughly acquainted with all check-in and check-out policies and procedures
To be familiar with the inter-relationship between the different departments
Have thorough understanding of hotel occupancy trends
Previous customer/guest service experience; hotel and front office experience is strongly preferred
Previous experience in high customer contact environment; with previous experience answering customer questions and handling customer concerns
Previous cash handling and multi-phone usage experience
Must possess the ability to multi-task in a busy environment, follow through successfully on guest requests, ensure guest satisfaction, and work as a team player
Must be service and detail oriented; possessing a friendly approachable demeanor and strong problem-solving skills
Knowledge of Property Management Systems and related computer programs
Strong knowledge of Microsoft Office Software
Must be able to work flexible shifts, including weekends and holidays

Rooms Controller Resume Examples & Samples

Handles in coming telephone calls by screening, transferring and answering in a professional, timely, and efficient manner. Takes messages for members, owners, and guests, as appropriate
Creates, confirms, and cancels reservations
Ensures proper standards of hospitality are provided to all guests and visitors on property and/or via telephone
Ensures all pending arrival information is accurate (i.e. check rates, and prepare upcoming arrival packets with necessary materials and information)
Logs, delivers, and monitors wake-up call requests
Ensures service request tickets are received by dispatch housekeepers and facilities, using radios, and follow-up with guests to ensure satisfaction within the established timeframe
Posts charges as received through other departments (i.e. fitness center, housekeeping, logo shops, and laundry)
Communicates with all internal departments including PBX, housekeeping, facilities, and security, as needed, via telephone and email
Restocks and list items that need to be ordered, conducts daily buckets checks, and completes special projects
Conducts pre-arrival calls based on management request
Coordinates guest room changes based on request
Works with VIP check-in to assign rooms based on preference
Adheres to Company standards and maintains compliance with all policies and procedures
No prior experience or training required
No supervisory experience required
This position does not include any supervisory responsibilities
Recognizes an emergency situation and takes appropriate action
Able to establish and maintain a cooperative working relation
Ability to interpret and create spreadsheets
Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes
Competent in public speaking
Performs well with frequent interruptions and/or distractions

Rooms Controller Resume Examples & Samples

Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
Empathetically listen to guest inquiries and provide appropriate responses
Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
Block rooms in the computer and follow through on designated requirements
Pre-register designated guests and prepare key packets
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Maintain confidentiality of all guests and hotel information
Employ attention to detail in order to ensure security of guest room access
Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
Maintain guest history files on all guests
Accommodate room changes expediently
Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
Issue safe deposit boxes to guests and ensure security of key
Monitor, send and distribute guest faxes
Generate, print and distribute daily and weekly reports
Resolve discrepancies on the room status report with Housekeeping
Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions
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 compute accurate mathematical calculations
Ability to prioritize, organize and follow up
Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
Previous customer service experience
Previous hotel front desk experience is strongly preferred
Previous cashiering experience is preferred
Fluency in a foreign language is preferred
Previous guest relations training is preferred
Must be able to work as early as 7am and no later than 11pm
Must be able to work weekends and holidays
Must have previous hotel front desk experience
Must reside in central Indiana

Rooms Controller Resume Examples & Samples

Utilize the phone or electronic communication (WYNSOS) to efficiently dispatch calls and record the ongoing working orders for the site. (40% time)
Maintains communication log for shifts. (10% time)
Coordinates the receipt and outgoing inventory or mail supplies. (15% time)
Performs general office duties such as filing, orders, work orders etc. (20% time)
Updates all OSHA postings and complies with all safety guidelines for the department. (10% time)
Assist with unit inspections. (5% time)
Ability to take direction and complete tasks
Ability to prioritize assignments
Basic computer, tablet skills required
Ability to maintain composure under pressure environments
Ability to work in general office environment
Basic PC skills required
Tablet skills required
Multiple phone line experience required
Radio dispatch skills required
1-2 year in role or similar role is preferred

Rooms Controller Resume Examples & Samples

Must have full knowledge of the status of every guest room in the hotel
Must be able to convey information and ideas clearly
Must be able to utilize the computer software to input property specific data
Must be able to effectively utilize the computer software to analyze hotel trends
Must be able to effectively organize the room’s inventory according to hotel occupancy on a daily basis
Must be able to block all room reservations according to the guest’s preferences and hotel occupancy
Must be able to work with the sales department to help coordinate the blocking of group functions
Must be able to troubleshoot potential problem areas according to information found in data
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
Must be able to evaluate and select among alternative courses of action quickly and accurately
Must work well in stressful, high pressure situations
Must maintain composure and objectivity under pressure
Must have the ability to assimilate complex information, data, etc from disparate sources and consider, adjust or modify to meet the constraints of the particular need
Must be able to maintain, organize, and analyze guest surveys
Approach all encounters with guests and employees in a friendly, service oriented manner
Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the hotel
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working
Comply at all times with Omni Standards and regulations to encourage safe and efficient hotel operations
Review PMS inventory and house count for availability and rates
Maintain and market special guest programs
Other duties as required

Rooms Controller Resume Examples & Samples

To be thoroughly acquainted with all check-in policies and procedures
To be thoroughly acquainted with all check out policies and procedures
To be familiar with guests scenarios
To be familiar with all technical equipment related to the Front Desk
To be familiar with general organization set up
To be familiar with the inter-relationship between the different department
To be familiar with all room types
Attain a high propensity for customer service
Previous cash handling experience
Previous hotel experience required, preferably in a luxury hotel brand
Flexible schedule to include weekends/holidays/overnight
Computer Skills (Synergy, Nucleus, Epitome, Vision, GoConcierge, Microsoft Office)
Must have exceptional writing and verbal communication skills
Must reside within 50 miles of the hotel

Rooms Controller Resume Examples & Samples

Block early arrivals, special needs guests, & VIP’s
Orchestrate room moves, communicate & expedite guests waiting for rooms
Be able to participate proficiently in functions outside one’s department when called upon
College/University Diploma in Hotel Management
One (1) year of Front office experience or equivalent
Upon hire, he/she is required to obtain complete knowledge of Front Office & Reservation operations specific to the hotel
Proficiency in English
Must be flexible in terms of working hours and schedules
Must possess outstanding guest services skills, professional presentation and sophisticated communication skills
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by guests and colleagues
Must be able to work with and understand financial information and advanced arithmetic functions

Rooms Controller Resume Examples & Samples

Must be a proactive problem solver
Must be able to make informed decisions in order to provide a heartfelt service to internal and external clients
Must have the ability to assimilate complex information and data from disparate sources and consider, adjust or modify to meet the constraints of the particular need
Maintain regular attendance in compliance with Resort standards, as required by scheduling which will vary according to the needs of the Resort
Comply at all standards within Destination Hotels & Resorts & Lansdowne Resort & Spa service culture
Previous experience with Opera PMS is strongly preferred
Previous guest relations experience in a Luxury Resort setting is preferred

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