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Rooms Controller

7 months ago

Dubai, United Arab Emirates Sofitel Dubai The Palm Full time

Company Description

Discover the warm French-Polynesian welcome of our luxury 5 star beach resort situated on the East Crescent of the world famous Palm Jumeirah, offering a rejuvenating escape inspired by the rich culture of the South Pacific.

Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.

With magnifique touches of French elegance interlaced throughout the hotel, we invite you to ‘Live the French way’ and indulge in excellence.

**Job Description**:

- Pre-block rooms for all arrivals, with considerations of the estimated time of arrivals, personal guest preferences and stay history. Focus on ALL members and other VIP guests.
- Allocate room upgrades based on availability, balancing upsell opportunities with prioritization of preferred rooms/room types for ALL members.
- Review and clean up guest profiles and ensure that all information and preferences are entered and actioned in Opera PMS.
- Ensure that all advanced purchase and 3rd party payments are processed prior to arrival.
- Update MOPs and billing instructions for all arrivals.
- Review special requests on reservations and coordinate with other related departments to anticipate and fulfill the ask/s, e.g. feather-free request, honeymoon or VIP setup.
- Ensure all special occasions stay information (e.g., birthday, anniversary, wedding couples, etc.) are taken note of and preferences are complied with and executed.
- Communicate and align with Revenue management leader and Assistant Front Office Manager on same-day sell/upsell strategy.
- Review and manage guest room inventory for same-day sales to maximize yield and occupancy.
- Act as the main point of control for saleable rooms in conjunction with Revenue, Front Desk, Housekeeping and Engineering teams.
- Review arrival reports and communicate effectively to the Housekeeping department for proper room assignment process to Room attendants.
- Monitor the percentage of vacant clean rooms based on arrival patterns to ensure that there are adequate vacant clean inspected rooms to manage arrival patterns.
- Ensure pre-blocked rooms are released as “Vacant-Inspected” by Housekeeping and ready prior to guest reservations with ETA.
- Coordinate with Housekeeping and Engineering teams to review and release on time the out-of-service and out-of-order rooms that were blocked for Rooms Preventive Maintenance (RPM).
- Constantly keep track of changes in arrival patterns and room status (e.g. early check-out, late check
- out, room change, unexpected stay-over, walk-ins, etc.) and communicate with Housekeeping.
- Coordinate with sales or events departments to obtain group arrival and departure information.
- Attend weekly Group Resume meetings as assigned by the Supervisor.
- Allocate group rooms as per the group’s requirements and preferences.
- Prepare and organize the group arrivals and departures by communicating with Guest Services/Bell, Housekeeping and Front Desk teams to ensure flawless check-in and checkout experiences.
- Responsible to handle all group-related billing arrangements with the Credit Manager.
- Review group blocks and wash if necessary.
- Prepare and handle express check-in and check-out, as required.
- Pre-key all designated ALL members and VIP arrivals by preparing registration card, key packet and room keys. Ensure keys are working until departure date and time, esp. if late check-out has been committed in advance with the reservation.
- Follow up and action on all same day traces in the PMS report for arriving guests.

**Qualifications**:

- Previous experience is an asset
- 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
- Minimum of 1 year previous proven Supervisory position or equivalent in a customer service industry
- Must have the ability to handle a multitude of tasks and Guest requests
- 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