Rooms Controller

Job description

The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world's most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.

The Tasman, a Luxury Collection Hotel, Hobart is located just steps from Hobart's waterfront and the city's top restaurants and attractions. The Tasman is a unique combination of Modern Contemporary, Art Deco and Heritage architecture. Presenting 152 luxuriously appointed guest rooms and suites with carefully restored features and adorned with exclusive art pieces from local artists, The Tasman reflects the true spirit of the destination.

The hotel is due to open mid-2021.

Desired profile

Qualifications :

Position Summary

The Rooms Controller will take pride in having complete knowledge of every room offered at The Tasman and is responsible for assigning rooms according to guest request and preferences whenever possible, going above and beyond to exceed expectations. In this role you will implement and lead the appropriate booking strategies to ensure that all parties are accommodated, and work closely with housekeeping and reservations regarding the distribution and status of guest rooms. You will strive to ensure a unique and memorable guest experience.

Core Work Activities
·  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.
·  Answer telephone using professional etiquette (within 3 rings) and speak to guests using clear and appropriate language.
·  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.
·  Assists in competing financial and administrative responsibilities
·  Adhere to work, health and safety policies and procedures and ensure CCTV is monitored throug the shift.

Supporting Front Office Team

·  Utilise interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making, leads by example.
·  Encourages and builds trusted working relationships. Understands other team positions well enough to perform duties in an associates absence.
·  Supports all areas of the Front Office in the absence of the Front Office.
·  Supports days-to-day operations, ensuring the quality, standards and meeting the expectations of guests on a daily basis.
·  Develop specific goals and plans to priorities, organise and accomplish your work.
·  Participate and contribute to department meetings and continually communicates a clear and consistent message regarding your area/front office goals to produce desired results.
·  Support training and lead knowledge sharing sessions when appropriate.
Supporting Projects and Policies
·  Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
·  Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
·  Support the implementation of customer recognition/service programs, communicating and ensuring the process.
·  Assist in the review of comment cards and guest satisfaction results with associates.
·  Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
·  Coordinate tasks and work with other departments. Serve as a departmental role model.
·  Develop and maintain positive working relationships with others; support team to reach common goals.
·  Comply with quality assurance standards.
·  Enter and locate information using computers and/or POS systems. Perform other reasonable job duties as requested by Supervisors.
Ensuring Exceptional Customer Service
·  Provides services that are above and beyond for customer satisfaction and retention.
·  Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
·  Handle guest concerns and/or complaints seeking assistance from supervisor as necessary.
·  Interact with guests to obtain feedback on product quality and service levels.
PROFILE
·  High school diploma or GED equivalent or experience in a similar role
·  Exceptional communication and interpersonal skills
·  Demonstrated ability to provide exceptional customer
·  Proven ability to perform in a dynamic and busy environment
·  Strong planning and organizational skills
·  High attention to detail
·  A genuine passion for hospitality and tourism
·  Experience using Opera and systems
·  Unrestricted Australian driver's license
·  Must have valid working rights for Australia
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.