Rooms Controller

Your Day To Day

• Verify and adjust Group billing and PM Account to ensure accuracy, process payments, and complete necessary paperwork.
• Activate room keys and ensure valid payment is received before issuing keys.
• Identify and resolve related issue to room types, bedding, views, or size to avoid overbooking.
• Assign rooms according to guest preferences and requests (e.g., room types, view, accessibility needs) whenever possible.
• Block rooms in the system, ensuring that guest requests, special requirements, VIP status, early arrivals, and guest recognition are accounted for.
• Handle and track room changes, ensuring that room transfers, early check-outs, or late check-outs are coordinated with relevant departments.
• Pre-register designated guests and prepare key packets for smooth check-ins.
• Confirm reservations and cancellations and make necessary adjustments to the reservation system.
• Coordinate with Housekeeping to track the status of rooms for check-in, including reporting guest concerns regarding room cleanliness or maintenance.
• Accommodate requests for room changes based on guest needs or preferences, while managing room availability effectively.
• Keep track of changes in room status (e.g., late check-out, room transfers) and ensure Housekeeping and Front Desk are informed.
• Run daily reports including IHG Guest Arrival Reports, review reservation details, and follow up with guests to ensure all requests and problems are addressed to their satisfaction.
• Perform duplicate reservation checks, ensuring no errors or overlaps in the system, and make necessary adjustments.
• Maintain constant communication with other departments, including Front Desk, Housekeeping, and Sales, to coordinate room availability and guest requests.
• Attend Group Resume meetings weekly to review group reservations, special requests, and room assignments.
• Ensure out-of-order and out of service rooms are reviewed daily, determining their status and estimated date for return to inventory.
• Review late check-out requests and approve based on occupancy, ensuring proper room allocation.
• Coordinate with Sales and Marketing for group bookings and special room assignments.
• Review market codes and rates, ensuring they align with room types, and document any exceptions with explanations.
• Clear departures in the system to ensure rooms are properly accounted for and updated in the inventory.
• Welcome and acknowledge all guests according to IHG standards, addressing their service needs with anticipation and professionalism.
• Record and relay guest messages accurately and legibly, ensuring prompt delivery and follow-up.
• Assist individuals with disabilities and ensure they receive appropriate accommodations and attention.
• Adhere to company policies and procedures, maintaining a professional appearance, confidentiality, and cleanliness at all times.
• Ensure uniform and personal appearance meet the standards of the hotel.
• Communicate with clarity and professionalism—speak with others using clear language, prepare and review written documents accurately, and answer phones using appropriate etiquette.
• File guest paperwork and documentation, maintaining an organized system for easy access and reference.
• Track guest preferences and maintain a record of special requests to ensure all future stays are as personalized as possible.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction, enhancing the guest experience.
• Perform administrative duties as requested, including creating reports, managing data, and updating systems.
• Ensure the accurate tracking and recording of room status in the system, including changes such as early check-outs, late arrivals, and other special requests.
• Coordinate with Housekeeping to ensure the readiness of rooms for check-in and handle guest concerns effectively.
• Serve as a role model within the department, offering guidance and support to other team members, particularly during peak periods.
• Promote teamwork and quality service, developing and maintaining positive relationships with other departments to ensure guest satisfaction.
• Assist other departments as needed, particularly Front Desk and Housekeeping, during busy or peak periods.
• Support departmental goals, ensuring the team reaches common objectives and maintains high standards of service.
• Follow safety procedures, reporting all incidents in accordance with company policy.
• Ensure confidentiality of proprietary information, protecting both guest and company assets.
• Ensure secure handling of guest payment information, including credit card details and other personal data.
• Perform ad-hoc duties and assist with unexpected tasks as requested by Supervisors or management.
• Act as a liaison for any emergency or special circumstances, ensuring that issues are resolved quickly and effectively.

What We Need From You

• Speak local language. English language skill both written and verbal is a plus. 

• Having self-transportation is an advantage.

• Communication skills are utilized a significant amount of time when interacting with clients and the guests.