Rooms Controller

HUMAN RESOURCES VISION

We will strive to create and maintain a community of winning talent which feels valued and lives the connection to the brand in whatever we do. We will provide the freedom and support where individuals can demonstrate their skills and abilities; grow and reach their potential in a performance reward driven environment. We will embrace diversification and inclusion and will act honestly and ethically n everything we do; aspiring to be the employer of choice.

POSITION PURPOSE

• To provide our guests an on brand and personalized arrival experience by allocating the rooms based on the preferences and the reason of stay.
• To ensure rooms inventory is balanced and matched with Marriott Marsha system.
• Ensure all FO KPIs goals are all in control and achieved.
• To fulfill Marriott loyalty program requirements and audits.

ESSENTIAL FUNCTIONS

Rooms Controller

• Take handover of the next day arrivals from the reservations team.
• Take handover of all groups’ arrival next day and ensure payment is made, comments are well updated and routing is correctly made to the PM.
• Assign the rooms according to the guest requests, preferences and purpose of the stay, using the MAR and the pre arrival email sent by the Club or the Lobby Ambassadors team.
• Coordinate with group coordinator and assign groups rooms, and finally handover to FO to prepare for pre-registration procedures.
• Follow and coordinate with HSK Queue Rooms.
• Review the room inventory with Revenue and Reservations team and streamline if necessary, handle room type overbooking.
• Review and Manage Guest room inventory for same day reservations sales to maximize yield and occupancy.
• Act as the main point of control for saleable rooms in conjunction with revenue, front office, and Housekeeping and Engineering teams.
• Balance rooms inventory as per Marriott guidelines.
• 3 days in advance and daily allocate VIPs, groups, and other special reservation.
• Profile Management weekly audit in Opera and handover audit reports to FOM and EAM.
• Manning the Front Office Phone to ensure availability and handle email account.
• Responsible for setting and achieving the daily Upselling and enrollments goals by Identifying opportunities for the team and placing alerts on potential arrivals for Loyalty program Enrolments and/or TSA upselling.
• Conduct Briefings where FO, revenue, reservation, groups issues are discussed and daily goals achievements are checked.
• Understand the room’s revenue selling/ rates strategy from Revenue team and ensure FO team full compliance to the set strategy.
• Ensure smooth and clear communication with all other FO, HK, Club, Room Service and Engineering associates.
• Ensure compliance with PCI policies.
• Acquire the proper product knowledge needed to perform your job properly.
• Be aware of the hotel Fire and Emergency procedures.

Loyalty Champion

• Train hotel associates (FO, F&B and any other required team members) on the loyalty program enrolments and benefits.
• Take the necessary measures to avoid being exposed to fraudulent enrolments notifications.
• Ensure missing stays are online with the set thresholds.
• Push the FO team to achieve the set instant award goal.
• Audit the daily discrepancy report and have it countersigned by FOM/EAM.
• Daily audit the loyalty program transaction report.
• Ensure gesture points are given on time and approved by designated position.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Must be able to speak, write and converse freely in English.
• Preferable to able to Write and converse freely in the language spoken in the area.
• Preferable to be able to speak in one additional language other than the first two.
• Must be proactive.
• Must have computer skills.
• Must have opera knowledge.

QUALIFICATION STANDARDS

We do expect that you do have the experiences/ behaviors below. You:

• Totally embrace the philosophy of guest and customer service and owns the guests;
• Identify yourself with the hotel’s brand and operating philosophy;
• Possess a warm and friendly demeanor;
• Strive to achieve satisfaction and delight of our customers;
• Are detail oriented;
• Thrive on pride of work and its product;
• Play as a team to achieve common goals;
• Have immaculate personal presentation e.g. grooming and conversational ability;
• Demonstrate self-confidence, energy and enthusiasm;
• Have a strong ability to learn skills, retain and demonstrate learning;
• Uphold ethical business practices.

EDUCATION

Bachelor degree required.