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Rooms Controller

Company Name: Waldorf Astoria The Palm
Employment Type:Full Time
Location: Dubai
Experience: 1+ years
Degree: Bachelors Degree
Gender:Any
Age:Any  
Nationality: Any
Salary:Unspecified
No. Of Vacancies:1
Job Description:
A Rooms Controller with Waldorf Astoria Hotels, assign rooms according to guest request and preferences whenever possible.

What will it be like to work for this Hilton Worldwide Brand?

In exceptional destinations around the globe, Waldorf Astoria Hotels & Resorts reflect the culture and history of their extraordinary locations, as well as fresh, modern expressions of Waldorf Astoria’s rich legacy. Waldorf Astoria provides guests the exceptional environment and the personalized attention of true Waldorf service that creates a singular experience.

If you understand the value personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may be just the person we are looking for to work as a Team Member with Waldorf Astoria Hotels & Resorts. Because it’s with Waldorf Astoria Hotels & Resorts where we promise our Guests a single rich, experience at every extraordinary place they visit.

What will I be doing?
As Rooms Controller, you will assign rooms according to guest request and preferences whenever possible.
Pre-register designated guests and prepare arrival packets/key as required.
Review/Track/Accommodate requests for room/check out changes when possible, communicate status to appropriate staff.
Review out of order/out of service rooms daily.
Ensure rates match market codes and document exceptions.
Verify and adjust billing of requests.
File guest paperwork or documentation.
Set up & process all check in & check outs.
Activate room keys.
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.

Reservations/Blocking Rooms
Identify any over-commitments by room type e.g. bed type, view, club access, cribs and extra beds
Maintain a balanced inventory in all room categories 30 days out. Review again at 10 days, 5 days, and 1 day prior
In situations of book out/overbooking confirm strategy in coordination with Reception Manager, Dir. of F/O, Sales/Reservations Department and Revenue Manager
Block rooms in Opera and identify designated requirements and requests 7 days/3days/1 day outo    Guaranteed room types
o    Special requests
o    VIP’s
o    Early arrivals
o    Guest recognition
o    Hilton Honor upgrades, per brand standard
o    As per all resources e.g. booking.com
o    Opportunity Guest
Assign rooms according to guests request and preferences whenever possible
Ensure linked bookings are assigned to the same room and blocked DNM accordingly
Accommodate requests for room changes/room moves when possible
Keep track of changes in the rooms status e.g. early c/o , late c/o, room transfer, unexpected stay over for housekeeping, linked bookings
Communicate to appropriate employees that there are guests that are waiting for an available room (Q rooms/Z8 rooms)
Coordinate with Housekeeping to track readiness of rooms for check in and to report guest concerns
Review out of order/out of service rooms daily to determine status and estimated date for return to room inventory
Review requests for late check outs and approve according to occupancy
Ensure rates match market codes and that any exceptions are documented  and include an explanation
Verify and adjust billing for guests
Pre-register designated guests and prepare key packets
Organize and coordinate check in/pre-registration procedures for arriving groups
File guest paperwork or documentation
Set up accurate accounts for each guest upon check-in according to their requirements e.g. share with’s, separate billing instructions
Clear departures in computer system to document that rooms are no longer occupied in communication with the Housekeeping Department
Review Room queue and work with Housekeeping to expedite turnover
Reach out to guests to communicate room is ready and coordinate luggage delivery with Guest Services if luggage has been stored
Assign rooms in coordination with Housekeeping and Engineering for PPM or similar and place on OS/OO status as required
Other duties as required by management
 
What are we looking for?
Room Controllers serving Hilton Worldwide Brand hotels and vacations are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
 
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
Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
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
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Diploma / Certificate in Hotel Management or equivalent

What benefits will I receive?
Your benefits will include a competitive starting salary and holiday entitlement. As an employee you will become a member of The Hilton Club which provides reduced hotel room rates in our hotels worldwide, plus discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.

Learn more now about Waldorf Astoria Hotels & Resorts — offering the opportunity to visit extraordinary places with one singular experience.

Numerous landmark hotels around the world
More hotels in construction
Offering world-class spas
Gorgeous golfing destinations