Job Specification

The Rooms Controller is responsible for managing the assignment of rooms and supports the front office by serving as the liaison between Sales, Housekeeping and the Front office. They will handle VIP assignments, pending room communication, execute room moves, facilitate guest room amenity deliveries; all while also acting as a front desk agent to cover agents' breaks and answer internal and external calls throughout their shift. They provide quality guest services that include registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming room reservations, and presenting statements to and collecting payment from departing guests. The Front Office Rooms Blocker (FORB) will provide an uncompromising high level of accuracy by controlling room blocks and assignments of all arriving VIPs and FPC guests, and through their recognition and amenity selection. The FORB will also ensure that guest requests are met in advance, and their preferences are honored by pre-blocking 'Special Requests'. The FORB will assist the Front Office team in coordinating the day-to-day rooms operations of the Front Office.

Job Responsibilities

• Oversees day-to-day room assignments
• Blocks all VIP and FPC guests in appropriate rooms, based on their profile requests, previous stays, and recorded preferences
• Reviews Special Requests, block appropriate rooms, and provide a comprehensive list to Housekeeping
• Assists the Front Desk team by answering telephone calls using Fairmont Telephone Etiquette
• Merges profiles of daily arrivals to ensure we have the pertinent information that will enable us to further personalize the guest's stay
• Assists in the handling of the reports and administrative processes of the Front Desk (high balance, credit report, etc.)
• Follow up on amenities for VIPs and FPC guests
• Assists guests as well as colleagues and Leaders at the Front Desk as needed
• Assists the Front office managers on duty in controlling the house count, selling out, and/or handling overbooked situations.
• Provides backup support to the Front Office Management team
• Answers telephone calls according to Telephone Etiquette
• Follows Occupational Health & Safety regulations
• Additional duties, as assigned by the Front Office Manager
• Performs any other duties as requested by Director of Front Office

Skill Set Required

• Good Communication Skills
• Good Employee relations
• Detail-oriented
• Mentoring
• Digital Skills
• Customer service

Job Requirements

• High School diploma or equivalent required
• Must possess outstanding guest services skills, responsibility, professional presentation and sophisticated communication skills.
• Proficiency in the English languages (verbal & written)
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collected.
• Must be flexible in terms of working hours
• Computer literacy in Windows, MS Office Suite, and Opera PMS systems is recommended
• 2 years minimum experience in customer service
• Ability to sit, stand, walk, talk, hear, reach, grasp and perform repetitive motions
• Occasional lifting and carrying up to 20 lbs

Salary and Benefits

Offered Salary: AED 2500 monthly
Overtime Applicable
Food Accommodation Transportation Medical Insurance visa