Rooms Controller

Job Description
Your knowledge of the hotel and technical skills will be on display while you manage the vast and ever changing landscape of the hotel inventory. In collaboration with the Rooms Division, Revenue Management, Sales, Conference Services, Engineering and more, you will play an integral role in the planning and execution of the hotel’s daily operation. As the Rooms Controller balancing the needs of our guests, business and colleagues will be paramount to your success.
Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following:
Consistently offers professional, engaging and friendly service
Ability to communicate intelligently and effectively in person and over the phone
Communicate well with other departments;
Speak using clear and professional language
Develop and maintain positive working relationships with others
Listen and respond appropriately to employee concerns and questions. Address issues as they arise.
Define expectations, provide feedback, holding team accountable and showing appreciation
Train, counsel, motivate and coach employees. Support team to reach common goals.
Outgoing personality, comfortable approaching new people
Ensure uniform and personal appearances are clean and professional
Report all accidents, injuries, and unsafe work conditions to the Department Manager
Answer any questions that Royal Services, Front Office &
Reservation Agents may have
Knowledgeable of any ongoing or upcoming activities or events within the hotel and destination
Welcome and acknowledge all guests, anticipate and address guests’ needs
Work closely with various departments to achieve successful group pre-arrival throughout stay to group’s departure
Respond to challenges and obstacles with confidence, teamwork results orientation and positive attitude
Be available to assist on desk for large Check In and Checkout days
Troubleshoot, resolve, and document guest issues and concerns and make proactive changes to process for future
Review all Group Resumes
Attend and engage in hotel meetings including but not limited to;
RevMax, Group Pickup, Resume Review, Divisional meetings
Manage hotel rooms inventory to maximize revenue potential
Block all arrivals and balance
Manage hotel rooms inventory related to Rooms Maintenance Program in collaboration with Hotel Engineering department
Maximize our brand by promoting our up sell programs
Collaborate with Front Desk, Guest Services, VIP/Diamond Desk, Fairmont Gold, Privado &
Housekeeping to provideseamless arrival experience
Collaborate with Sales, Conference Services and Activities &
Experiences team to Manage Guest room assignment for events/functions
Collaborate with Food and Beverage team to manage guest room assignment for outlet events/functions
Meet weekly/as required with Revenue Management team to discuss potential opportunities and obstacles
Take lead for special projects on property involving room management
Be aware of areas on property to avoid placing guests during lower occupancy during different times of year.
Point of contact for all departments on property for rooms related questions
Other duties as assigned