Rooms Controller

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

Purpose

Assists the Department Head in managing and supervising the Front Office Operations of the Hotel

Job Responsibilities

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General

• Executes all tasks assigned by his/her superiors
• Demonstrates a high degree of standards awareness; promotes teamwork and acts as role model
• Attends all scheduled training sessions
• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule
• Adheres to the hotel's code of conduct and grooming & hygiene standards
• Is seen as working hands-on, assists colleagues in crunch times.
• Actively participates in briefings and meetings
• Maintains a clean and orderly work area and promotes a safe working environment
• Performs any other cognate duties as and when required.

Departmental

• Have a thorough knowledge of the Front Office systems, such as Opera, Golden, Web Checkin, HotSoS, Key etc
• Understands and is able to perform all duties of the Front Office
• Monitors OOS and OOO rooms
• Assigns show rooms for the next day and communicate it to the respective departments
• Responsible for room allocation based on guest preferences and arrival and departure info
• Reviews daily arrivals and departures in order to monitor back to back reservations, and block rooms accordingly to VIP status
• Performs departure calls for guest departing today & coordinates physical checks and communication to FO
• Reviews late arrivals, next day early arrivals and departures to plan for the next day’s activities. Coordinates arrivals, departures and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved
• Liaise with the team on all group arrivals to ensure the rooming lists and special requests are adhered to
• Attends group resume meeting to ensure all information is passed on the front desk
• Communicates closely with the Front Office and other Assistant Managers to ensure follow up on special guests, glitches etc. keeping the Front Office Manager well informed as to problems and actions taken, using the Glitch Database and other communications (verbal and written)
• Manages the reception email inbox
• If requested by the guest submits invoices by email
• Assists front desk when required with check in and check outs
• Monitors the Front desk chat to ensure the requests are replied on time
• Oversees the operation of the Front Desk during absence of HOD / Assistant HOD
• Has excellent knowledge of and is able to intuitively recommend the hotel's rooms and facilities; drives up selling programs
• Assumes the responsibilities of the Assistant Manager in his/her absence
• Provides genuine hospitality and recognition in the work area; maintains strict discretion; proactively updates guest history database; promote hotel services and products
• Anticipates guest needs and takes ownership of guest concerns and requests; ensures speedy and accurate follow up where required; acts decisively to ensure guest satisfaction; reports and notifies all glitches to Assistant Manager for further follow up
• Conducts daily briefings in the absence of management; assigns shifts and duties to junior colleagues
• Inspects and ensures the work area is in good physical repair; reports defects and ensures timely rectification
• Performs pre- and post-shift checks; ensures junior colleagues are immaculately groomed and aware of daily events
• Ensures all resources for an efficient operation are in place; re-orders operating supplies when necessary
• Ensures strict compliance with the hotel's cash handling and internal control procedures
• Is able to recommend and arrange itineraries, hotel and transportation bookings
• Is proficient at handling travel arrangements including issuing air tickets and boarding passes, amending travel itineraries, hotel and transportation bookings
• Is highly sensitive to guests preferences and special requests, offers meaningful alternatives when special requests cannot be met; adds a special touch when an opportunity is presented
• Is proficient in safe handling of equipment and machinery; reports defects and accidents to management immediately
• Displays, at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.
• Quotes and be familiar with room and rate availability for current and future dates.
• Accepts reservations, changes and cancellations in the absence of reservations staff.
• Selects and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested.
• Handles guest problems or complaints.
• Utilizes the computer system in running daily reports and in blocking special requests.
• Keep all support departments informed of necessary information or requests.
• Handle safety deposit box requests; including distributing, giving access to and closing procedures.
• Reconciles all transactions at the close of the shift and to cash out.
• Recites hours of operation of all hotel facilities and special service codes.
• Understands the tasks performed by a telephone operator, reservationists, a concierge and a housekeeper.
• Handles hotel emergency procedures and situations with maturity and professionalism.
• Performs tasks and projects as delegated by the Assistant Manager, Front Office Manager or Rooms Division Manager.
• Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
• Maintains a balanced bank assigned by the hotel.  Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Works harmoniously and professionally with co-workers and supervisors.
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.
• Answers guest calls and direct them appropriately in the absence of a Communications Operator.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Centre, and lobby coverage.
• Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
• Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
• Perform any other cognitive duties as and when required.  

Special Requirements

• College degree preferably specializing in hotel management or equivalent experience is required.
• At least two years employment in a related position within a 5-star Resort/ Hotel
• Proven leadership and supervisory experience.
• Working knowledge of the Front Desk and Concierge aspect of Four Seasons services, policies and operations.
• Be computer literate and fully conversant with working knowledge of PMS like Fidelio, Opera and Micros.
• Requires reading, writing and oral proficiency in the English language.
• Possesses aptitude, management skills and upward mobility
• Possesses well developed guest PR skills
• undefinedCompliance Policies Grooming PolicyConfidentiality AgreementPolicy Against HarassmentElectronic Systems PolicyCode of Business Conduct and EthicsEmployee Handbook Acknowledgement Form