Rooms Controller & Front Desk Agent

Job Description

Responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service.
• Assist guests regarding hotel facilities in an informative and helpful way.
• Greet guests upon arrival with a warm and sincere welcome and register guests into the computer, verifying complete reservation details and credit information, while meeting all required LQA/Forbes standards.
• Maintain proper record keeping for guest accounts and settle accounts upon departure while ensuring all service standards are followed.
• Conduct self-audits on luxury standards, and participate in the review of audits conducted by the team.
• Take initiative to add a personalized experience.
• Select and block rooms for arriving guests, book same-day reservations, pre-register guests as required, and sometimes escort guests to their rooms.
• Issue keys and post miscellaneous charges as requested.
• Accept payment for guests’ accounts at registration and checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Follow all cash handling procedures and ensure guest folios are accurately billed prior to departure.
• Respond to the guest text messaging platform and manage guest correspondence before, during, and after the stay.
• Handle guest concerns promptly and offer appropriate resolution.
• Promote hotel facilities and identify opportunities to enhance the guest stay through up-selling.
• Communicate with Housekeeping, Maintenance, Guest Services, and other departments to fulfill guest requests.
• Promote the loyalty program and enroll members upon arrival.
• Follow the daily Front Office checklist and department policies, procedures, and service standards.
• Answer guest inquiries about hotel services, facilities, hours of operation, events, activities, and promotions.
• Work closely with Guest Relations to provide information about dining and activities in the area.
• Handle mail, packages, and facsimiles in
• Create reservations for guests at the desk or who call after hours.
• Coordinate luggage handling with Guest Services and assist the Bell Desk and Valet teams as needed.
• Assist co-workers with payments or petty cash as required.
• Follow all safety policies, maintain regular and predictable attendance, and attend required training sessions and meetings.

Rooms Control Responsibilities

In addition to Front Desk responsibilities, this position performs designated Rooms Control functions. The colleague is responsible for completing the Rooms Control checklist and maintaining accurate room inventory and reservation information in accordance with department procedures.

• Review current and upcoming arrivals and identify reservations requiring room assignment, special handling, or additional follow-up.
• Review recently created reservations and ensure applicable guest requests, traces, amenities, vouchers, and other pre-arrival requirements are accurately entered and communicated.
• Review Front Office traces and ensure early check-in requests and other time-sensitive arrival needs are appropriately blocked, prioritized, and communicated.
• Complete the designated package/add-on report for upcoming arrivals and ensure applicable traces, checkout times, and guest requests are entered.
• Monitor amenity requests and ensure rooms associated with amenity requirements are appropriately blocked and coordinated with the relevant departments.
• Review next-day arrivals and prioritize room assignments for suites, designated room categories, consortia reservations, connecting or nearby room requests, and other special requirements.
• Review reservation traces and ensure rooms associated with guest requests or special arrangements are blocked appropriately.
• Review special-code reservations and ensure designated guests are assigned appropriate rooms and room status information is maintained.
• Complete the designated Arrivals Detailed report for the following day and cross-check reservation, profile, VIP, loyalty, preference, trace, and satisfaction information.
• Identify and resolve discrepancies between reservation/profile information and applicable arrival reports, escalating issues when necessary.
• Ensure applicable Fairmont Fit, package, amenity, and guest preference requests are accurately entered and communicated.
• Assign rooms and apply appropriate room status or internal notes for designated arrival categories in accordance with Front Office procedures.
• Monitor occupancy levels and, when occupancy reaches designated thresholds, review room inventory for opportunities to maximize available inventory.
• Update the VIP report with new VIPs, changes, and cancellations for the following day.
• Review Front Desk and Folio inboxes and follow up on outstanding items that may affect arrivals, room assignments, or guest experience.
• Communicate closely with Housekeeping regarding room readiness, priority rooms, room discrepancies, and changes to arrival needs.
• Use the Rooms Control checklist as the operational guide for detailed daily Rooms Control procedures and system steps.

Communication and Operational Expectations

• Maintain clear and timely communication with Front Office, Housekeeping, Guest Services, Reservations, and other operating departments regarding room readiness and guest needs.
• Prioritize tasks based on occupancy, arrival patterns, VIP status, special requests, room availability, and operational needs.
• Escalate unresolved room-status, reservation, guest-impacting, or inventory issues to the appropriate Front Office leadership.
• Maintain confidentiality and accuracy when handling guest information, reservation details, profiles, and room assignments.
• Support a seamless transition between Rooms Control responsibilities and the Front Desk, ensuring guest service remains the primary focus.
• Other duties as assigned.

Qualifications

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Minimum of 1 year experience in hospitality required.
• Previous luxury hospitality experience an asset.
• Previous Opera Cloud experience an asset.
• High school diploma or equivalent required.
• Hospitality Diploma is an asset.
• Proficient in the English language (verbal and written); second language is an asset.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Computer literate in Microsoft Office and able to work with various software and hotel systems.
• Must possess a professional presentation.
• Strong interpersonal, organizational, analytical, and problem-solving abilities.
• Highly responsible and reliable, with strong attention to detail.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively with fellow colleagues as part of a team and with minimal supervision.
• Must be available for mornings, evenings, overnight shifts, weekends, overtime shifts, and holidays.
• Must have the ability to handle cash effectively and accurately.

Additional Information

What is in it for you:

• Rate of pay: $30.00 per hour
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.