Rooms
Controller is responsible for rooms’ inventory and ensuring that guests’
requests and preferences are met and works on a partnership with the
Housekeeping Rooms Controllers to ensure smooth running of rooms’ preparation.
He/She also supervises the Front Desk, provides
guest services and check-in and check-out of guests.
To have knowledge of the operational systems at Front Office.
- Builds
relationship with guests to delight and gain loyalty.
- Notes,
collects and actions on any guests’ preferences
- Ensures
all interactions with guests are handled professionally and with care adhering
to
hotel’s policies and procedures.
- Supervises
Front Office operation and workflow to maximise guests’ satisfaction.
- Conducts training of new staff when
necessary.
- Supervises
and guides Service Associates – Front Office to ensure that hotel’s policies
and procedures are adhered to.
- Prepares keys and welcome folders.
- Review
next day’s arrivals and blocks rooms for any special requests, early arrivals, specific
GTC guests (e.g. VIPs) and groups.
Coordinates with Housekeeping on the
turnover of rooms to ensure availability of vacant clean rooms upon guests’
arrival.
- Coordinates
with In-Room Dining / Amenity Centre for delivery of guest amenities.
- Sets up and coordinates room maintenance programme
with Housekeeping and Engineering.