Rooms Controller

3 days ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 22194787

**Job Category** Rooms & Guest Services Operations

**Location** JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

**JOB SUMMARY**

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.

**SCOPE / BUSINESS CONTEXT**

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.
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports -0
- Titles of Direct Reports -n/a

**CANDIDATE PROFILE**

**Experience**:
Ideally will have experience in a similar supervisory position within front office department.

Skills and Knowledge- Strong Communication skills (verbal, listening, writing)
- Innovative
- Pro-active and reliable
- Able to work alone and within a team
- Problem Solving and Complain Handling
- Leadership
- Multi-Tasking
- Strong organizational and time management skills
- OPERA, MARSHA, IMS, GXP, Microsoft Office and other operating systems

Education or Certification- Good level of English essential

SPECIFIC DUTIES
- The following are specific responsibilities and contributions critical to the successful performance of the position:_
- Be familiar with Hotel services, operational hours and ongoing promotions.
- Have a thorough knowledge of JW Marriott Marquis Hotel product and services.
- Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
- Check House Count to establish selling strategy for shift, monitoring it regularly during shift and responding to any changes.
- Ensure Daily Log and all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings
- Demonstrate and promote Quality Awareness amongst Front Office team. Seek ways to improve and maintain guest satisfaction scores for all front office sections.
- Ensure Contingency Reports are regularly printed and filed accordingly.
- Pre Block VIP and Marriott Elite members’ arrivals taking into account any special requirements.
- Ensure that all arrivals, departures, no shows, extensions and OPERA related reservation amendments are performed on a timely manner in order to avoid further confusion to all reception associates.
- Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
- Follow MRT program with housekeeping department.
- Be fully aware of Credit Policy and supervise compliance, keeping manager and all concerned departments informed of any possible credit risks.
- Supervise and arrange all “long stay guest” reservations. Payments, guarantees, contracts, extensions, outstanding balance and other requirements throughout their stay.
- Have thorough knowledge of Cashing up procedure.
- Be familiar and promote Marriott Rewards Program and encourage all front office associates in order to achieve monthly target.
- Be in charge of virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments
- Supervise accurate and thorough Bucket Check.
- Encourage all associates to keep working areas clean and tidy
- Have a thorough knowledge of OPERA, MARSHA, IMS and other front office related operational software.
- Be familiar with all S.O.P.s and L.S.O.P.s relating to the Front Office Operations
- Participate in the training and development of Front Office Associates and provide training to associates when necessary Be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
- Support and practice Empowerment within the Front Office
- Understand all front office sections and their operational requirements.
- Be able to work shifts around the business needs to assist all front office sections.
- Be reliever for the night supervisor when needed.
- Be able to identify and resolve Guests problems and feedback up to the guest satisfaction
- Have a thorough knowledge of all Emergency Procedures
- Supervise guest regist

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