Rooms Controller Resume Samples

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LR
L Rice
Lane
Rice
350 Leonel Rest
Boston
MA
+1 (555) 880 7342
350 Leonel Rest
Boston
MA
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
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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5 Rooms Controller resume templates

1

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
2

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
3

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
4

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
5

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
6

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
7

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
8

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
9

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
10

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
11

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
12

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
13

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
14

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
15

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
16

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
17

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
18

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
19

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
20

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
21

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
22

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
23

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
24

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
25

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