Front Office - Rooms Controller

Rooms Controller 

Overview: 

The responsibility of the Rooms Controller is to ensure proper maintenance of room inventory through “pre-blocking the house” and honoring special requests whenever possible. 

Responsibilities: 

• Pre-Block all arrivals that have special requests to ensure requests are accommodated. 

• Ensure Luxury and Executive class rooms are pre-blocked to avoid any operational issues. 

• 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. 

• To be fully acquainted with different points of interest. 

• Ensure the public areas (lobby) is maintained, clean and tidy by partnering with the Housekeeping Department. 

• Responsible for a bank and all cash handling procedures. 

• Accept other special duties as required by management. 

• Interact with other departments to ensure that guests’ needs are satisfied. 

• Speak to guests in a friendly, warm manner, making them feel welcome at the hotel. 

• To proactively work to seek out ways in which to improve the hotel experience for our guests. 

• Handling of special requests; i.e. flowers, amenities, gifts, rental cars, forwarding luggage, private planes, sight-seeing tours, etc. 

• Encourages and builds mutual trust, respect and cooperation among co-workers. Treats co-workers fairly and equitably. 

• Maintain a professional, neat and organized appearance according to Omni Boston Seaport standards. 

• Respond swiftly and effectively in any emergency or safety situations. Ensure a safe working and guest environment to reduce the risk of injury or accident. 

• Attend all required department trainings and meetings. 

• Perform any other duties required by management. 

Qualifications: 

• Previous luxury hotel experience is preferred. 

• Previous front office experience is required. 

• Ability to stand for the entire scheduled shift. 

• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed. 

• Knowledge of Property Management Systems and related computer programs 

• Must be willing to work flexible hours as needed during busy times and high-profile events, including nights, weekends and holidays. 

• Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail. 

• Proven ability to engage guests at all levels. Must be passionate about providing warm, engaging and personalized service. 

• Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities. 

• Must possess the ability to handle stressful and busy hotel operations. Ability to maintain a positive and professional demeanor and composure at all times. 

• Must have the ability to report to work on time and when scheduled. 

• Must have the ability to stand and/or walk for extended periods of time. 

• Must meet standards of appearance and maintain a high level of personal hygiene at all time. 

• Clear, concise written and verbal communication skills. Candidate must be comfortable speaking to guests. Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers. 

• Computer literacy to include: Payroll systems, Microsoft Office