Rooms Controller

What’s the job?

Influence bookings behaviour into the hotels through creating & deployment of solid distribution marketing and social media practices in support of hotels & IHG initiatives to increase system distribution including but not limited to channel shifting, TPI enforcement, increased e-visibility & positioning etc. Additionally, maintain a comprehensive understanding & knowledge of market & competitor activities & behaviour.

Reporting to the Duty Manager, your primary role is to supervise and control the flow of the rooms to guests, while maintaining excellence and exceptional service to guests. You will typically be supervising all Guest Service Officers under your care. Accountability is directed by property requirements.

YOUR DAY-TO-DAY

FINANCIAL RETURNS

• Compile statistics for front office and provide reports relating to that area
• Continually check the accuracy of room count
• To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members
• Maintain comprehensive knowledge of standard reservation procedures
• Communicate to Front Office Manager and Duty Manager all information likely to be of interest to hotel Management such as the expected arrival and departure of VIPs and all other pertinent information
• Maintain all procedures and adheres to them within the IHG guidelines; with emphasis especially on hotel credit policy
• Be aware of the hotel availability and of every opportunity to maximize room revenue
• Recycles whenever and where-ever possible and enforces cost saving measures
• Gain understanding of the departmental goals and financial targets and support management team in achieving these targets
• To be fully involved in IHG Rewards and InterContinental Ambassador program enrolments and achieving Upsell revenue

PEOPLE

• Comply with Standard Operating Procedures and guidelines provided by InterContinental Brand Standard Guidelines
• Comply with company grooming standards and lead by example
• Communicate any difficulties, guest comments and other relevant information to his/her superior
• Communicate with Housekeeping team to ensure all housekeeping related requests are being followed up
• Attend and participate in daily briefings, training sessions and other meetings as scheduled
• Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries
• Actively develop positive and effective communication between Front Desk team and all other operational departments
• Provide input for probation and formal performance appraisal discussions in line with company guidelines
• Ensure new staff attend Corporate Orientation within first month of hire
• Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance

RESPONSIBLE BUSINESS

• Comply with the Company’s Code of Conduct
• Maintain security of information relating to guests and colleagues in the hotel
• Align self with company values, mission and desired behaviours
• Perform correct handling and updating of IHG Rewards Club membership in Loyalty Connect and Opera
• Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures.
• Confidently take decisions ‘through the lens of our Brands’ so that our brand is the most important factor

GUEST EXPERIENCE

• Demonstrate service attributes in accordance with industry expectations and company standards including;
• Being attentive to guests
• Accurately and promptly fulfilling guests’ requests
• Build and maintain positive relationships with all internal customers and guests in order to anticipate guests’ needs and acknowledge guest preferences
• Act to address these needs in order to exceed their expectations
• Ensure welcome points are credited accordingly for IHG Rewards Club and Ambassador Members
• Ensure all guests receive a fast, efficient and friendly service following the InterContinental Brand Standard Guidelines and the Standard Operating Procedures of the hotel
• Create a positive hotel image in every interaction with internal and external customers
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
• Assist guests and escort them to locations within the hotel at their request
• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
• Maintain current Hotel Information to be able to provide information to guests
• Ensure all Front Office Traces are followed up with in a timely manner
• Ensure all reservation comments and the respective details are updated in a timely manner
• Ensure all guest emails are replied to in a professional and timely manner
• Ensure all rooms and suites assigned according to guest preference
• Assist to look thru IHG arrival reporting for VIP and Member’s arrival for preferences and any special request
• Assist to cover breaks for Front Office team
• Communicate closely and regularly with Housekeeping Room Controllers in terms of room assignments and readiness according to GTC arrival report.
• Assist to attend the Group Resume meeting and handle all group arrivals
• Assist to check Credit Limit and send message to guest rooms respectively
• To work closely with Instant Service team for any Guest Relation request and arrangement
• Maintain inter-departmental relationships to ensure seamless customer service
• Assume overall responsibility for maintaining standards to ensure furnishings, facilities and equipment are clean, in good repair and well maintained.
• Record all follow-up actions required in log book
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Know system recovery procedures
• Interpret computer reports
• Reuse, Reduce and Recycle wherever possible
• Coordinate by keeping Front Office Executives, Supervisors and Duty Managers informed of any extraordinary or emergency situations.
• Demonstrate commitment, optimism and determination to deliver our Brand Standards and guest experience with consistency
• Check on the completion of all requests.
• Redirect guests’ requests to the appropriate supervisors or managers.