Room Controller
3 weeks ago
A Room Controller assists in daily Front Office operations and works with customers and Guests to serve their needs and provide an excellent customer service experience.
What will I be doing?
As Room Controller, you will assist in daily Front Office operations and work with customers and Guests to serve their needs and provide an excellent customer service experience. A Room Controller is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Assign room according to guest request and preferences whenever possible.
- Pre-register designated guests and prepare key packets.
- Organize and coordinate check-in/pre-registration procedures for arriving groups.
- Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
- Confirm reservations and cancellations.
- Review out-of-order rooms daily.
- Ensure rates match market codes and document exceptions. Verify and adjust billing for guests.
- File guest paperwork or documentation.
- Set up/process all guest check-ins/check-outs.
- Activate room keys.
- Secure valid payment.
- Identify any over-commitments.
- Perform duplicate reservation checks; block rooms.
- Run daily reports.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Receive, record, and relay messages accurately, completely, and legibly.
What are we looking for?
Room Controller serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Previous customer service experience within the hotel/leisure/retail sector
- Excellent interpersonal and communication skills
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Excellent grooming standards
- Flexibility to respond to a variety of work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- High level of IT proficiency
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision âto fill the earth with the light and warmth of hospitalityâ unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all
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