Rooms Controller

Job Description

• Block all VIP & RA rooms 7 days out based on standards set by Sofitel 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 Relation, Sofitel Service, Sofitel Club, Concierge and bell desk are communicated and understood. All information is placed in Opera 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 Sofitel 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
• Maintain a report for Upgrade’s of the day
• Maintain a proper tracking for up sell for the front desk Staff
• Handling all Reception Queries for Telephone operator
• Attend group meeting
• 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
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Fluency in English, secondary language preferred
• 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
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Qualifications

• Degree from School for Tourism & Hotel Management