Rooms Controller Resume Sample
Arjun Batz
267 Dare Summit,
San Francisco,
CA
+1 (555) 997 4117
Work Experience
Reservations Specialist / Rooms Controller
08/2015
-
PRESENT
Detroit, MI
- Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/up sell strategies. Accommodate special requests when possible
- Retrieve and review reservations arrival report on a daily basis and use known information to create detailed and personalized portfolio for guest. When guest information is unknown, conduct research as needed to gain more information on guest’s stay and preferences. Contact the booking agent to get all information needed to provide seamless check in and amenities
- Be trained in Front Office, IRD, and Housekeeping operations to ensure seamless guest experience. Block guest’s room type according to preferences
- Confirm guest preferences via reservation and maintain accurate record of guest’s preferences. Schedule reservations at Spa or Restaurants as needed
- Review following day’s reservations blocking to maintain clean turns and avoid back to back requests for late arrivals/early departures and ensuring reservation cleanliness so all other departments are prepared for the guest’s needs
- To be familiar with the Housekeeping department’s policies and procedures
- To be familiar with the Front Office department’s policies and procedures
- To be familiar with the Reservations department’s policies and procedures
- To appropriately protect confidential guest information and guest room key access according to front office SOP’s
Rooms Controller
12/2011
-
05/2015
Houston, TX
- Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it’s also a lot of fun!
- Proficiency in the English languages (verbal & written), a second language, such as Arabic, is an asset
- Computer literacy in Windows, MS Office Suite, and Opera PMS systems is recommended
- Experience in a Hotel or Resort Front Desk position
- Attention to detail and precise follow through
- High level of IT understanding
- Use Microsoft Office package efficiently
- Extensive knowledge of OPERA PMS
- Basic understanding of international and local labour law
Franchised Rooms Controller
09/2006
-
06/2011
Detroit, MI
- Meet with Group Reservations Coordinator & VIP Mgr. daily
- Ensure VIP rooms and key packets; Site showrooms are all ready by 1PM, or by the appropriate arrival time if known
- Collect, organise and maintain (c/in & c/out) all guest passport details, ensuring timely entry into the Police Security Bureau system (Chinese operating system)
- Approach all encounters with guests, employees and members in a professional and personalized manner
- Ensure that services provided are in harmony with our Sheraton core values
- Assist the Front Office Manager and the Assistants with the daily Operations
- Assign the rooms according to the guest requests, preferences and purpose of the stay, using the MAR and the pre arrival email sent by the Club or the Lobby Ambassadors team
- Organize and coordinate with the AFOM allocation, check in and pre-registration procedure for groups
Education
Johnson & Wales University
2001 - 2005
Engineer's Degree in Hospitality
Professional Skills
- Have a strong ability to learn skills, retain and demonstrate learning
- Excellent verbal & written communication skills both in Polish and English languages
- Possesses strong analytical skills and attention to details
- Listening, reading and writing skills
- Secure valid form of payment prior to issuing room key
- Customer oriented, presentable with exceptional interpersonal and communication skills
- Actively use guestVoice to support front desk execution on guest experiences or anticipate challenges prior to guest arrivals
How to write Rooms Controller Resume
Rooms Controller role is responsible for events, planning, purchasing, training, credit, software, languages, health, leadership, inventory.
To write great resume for rooms controller job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Rooms Controller Resume
The section contact information is important in your rooms controller resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Rooms Controller Resume
The section work experience is an essential part of your rooms controller resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous rooms controller responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular rooms controller position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Rooms Controller resume experience can include:
- Good knowledge on computer skills
- Responsible to handle all group-related guest experience requests with Events Manager and group billing arrangements with Credit Manager
- Previous 1 – 2 years of Front office experience is required
- Daily monitor room and suite moves and queue processes to improve arrival experience
- Assigning rooms according to guest request and preferences whenever possible
- Organizing and coordinate check-in/pre-registration procedures for arriving groups
Education on a Rooms Controller Resume
Make sure to make education a priority on your rooms controller resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your rooms controller experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Rooms Controller Resume
When listing skills on your rooms controller resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical rooms controller skills:
- Verbal and listening skills
- Understand and communicate promotions and enhancements effectively with colleagues and guests
- Previous customer/guest service experience; hotel and/or front office experience is required
- Talk and listen to other employees to effectively exchange information
- Verifying and adjusting billing for guests and securing valid payment
- All- inclusive onboarding program for a good start
List of Typical Experience For a Rooms Controller Resume
1
Experience For Overnight Rooms Controller Resume
- Communicates preferences, ancillary information, room numbers etc. to the Welcome Experience team in cooperation with the WW team
- Secure valid payment
- Activate room keys using electronic key machine and re-issue new room keys to guests as necessary by verifying guest identity and using electronic key machine
- English language proficiency (verbal/listening/writing)
- Act as the main point of control for saleable rooms in conjunction with Revenue, Front Desk, Housekeeping and Engineering teams
- Be responsible of monitoring and taking care of the Mobile Guest Service Control Panel & Q rooms in PMS
- Review the room inventory with AFOM and streamline if necessary, handle room type overbooking
2
Experience For Franchised Rooms Controller Resume
- Prepare paper work for next day opening
- To have extensive knowledge with all technical equipment related to the Front Office, Housekeeping, aaaaand Reservations departments
- To be familiar with the inter-relationship between the different departments, especially Housekeeping and Room Service
- Own the daily pre-arrival planning and stay-personalization process
- Develop and maintain positive, productive working relationships with associates and other departments
- Keep track of changes on room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping
- Hold the responsibility for room allocation optimization and maximizing unit availability for longer stays
- VIP guest tracking, Marriott top 10, In-house VIP, Group VIP’s
- Take minutes, type and distribute for the monthly Ambassador Meeting
3
Experience For Reservations Specialist / Rooms Controller Resume
- To appropriately protect confidential guest information and guest room key access according to front
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 5 Kilogram without assistance
- Review, track, and accommodate requests for room/check out between 12.00 and 1.30 PM to the appropriate department
- Follow and coordinate with HSK Queue Rooms
- Review with HSK and AFOM the room Out Of Order/ Out Of Service on daily basis
- Ensure accuracy between VIKAS and DTCM system
4
Experience For Rooms Controller / Phone Operator Resume
- Ensure the passports and Emirates ID are scanned in VIKAS and accuracy of system Check in, Check Out, Room move
- Preferable to able to Write and converse freely in the language spoken in the area
- Preferable to be able to speak in one additional language other than the first two
- Able to work alone and within teams
- Report and log completion
- Ensure that LEARN and 5W’s methods are followed whilst dealing with constructive guest feedback and ensure that all concerned application are filled and concerned departments are informed
- Is creative and quick in resolving discrepancies, moving blocks to minimize waits, clearing Queue Reservations in a timely manner and verifying rooms’ status
- 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
5
Experience For Rooms Controller Resume
- Assists guests as well as colleagues and Leaders at the Front Desk as needed
- Provides backup support to the Front Office Management team
- Adheres to Fairmont Green Environment
- Manage guest rooms assignments
- Strategize room plan to ensure swift check-in for guests
- Understand Select Guest/GHA program and VIP procedures
- Be familiar with the Front Office department’s policies and procedures
6
Experience For Overnight Rooms Controller Resume
- Be familiar with the Reservations department’s policies and procedures
- Thoroughly knowledgeable of our PMS and CRS, with a broad knowledge of Opera
- Acquainted with all check-in and check-out procedures and policies
- Acquainted with the AM and PM checklist
- Be familiar with the Phone and Alarm System in the Ideal Services department
- Knowledgeable of all Front Office, Guest Services and Ideal Services Moments of Service scenarios, and execute to standard
- Knowledge of Property Management Systems and related computer programs encouraged
- Monitor, block and balance our specialty product inventory to proactively maximize revenue and ensure proper allocations based on requests
- Responsible for daily review of all VIP, Distinguished Visitor, Fairmont President’s Club, repeat guests, long stay guests, special occasion and special needs guests to ensure proper blocking
7
Experience For Franchised Rooms Controller Resume
- Responsible to cross check previous guest history and preferences along with FPC memberships to ensure we deliver on guest expectations
- Manage up-sell program (pre-arrival, arrival, NOR1) to maximize revenues
- Support and assist Front Desk colleagues to resolve room re-allocation situations
- Support GRC and Reservations with overflow phone calls
- Block early arrivals, special needs guests, & VIP’s
- To be able to perform and assist with all check-in policies and procedures
- To be familiar with guest scenarios and problem resolution
- Understand the Select Guest program and assist when needed
8
Experience For Reservations Specialist / Rooms Controller Resume
- Responsibility for rooms’ inventory and ensuring that guests’ request and preferences are met and works on a partnership with the Front Office Rooms Controllers to ensure smooth running of rooms’ preparation. The Service Leader – Housekeeping / Rooms Controller also supervise
- Familiar with Housekeeping procedures
- Computer and printer, typewriter, telephone, pen/pencil, photo-copying machine, facsimile machine, Vingcard encoder, radios and Nextel
- Prepare VIP, SG & Service Recovery amenities and Welcome note cards
- To be familiar with all technical equipment and software related to the Front Desk
9
Experience For Rooms Controller / Phone Operator Resume
- Be aware of business levels, arrival and departure patterns
- Review and prepare follow through for daily shift shakedowns/MOD reports
- Understands and can complete Front Desk AM, and Front Desk PM Checklists
- Work closely with revenue, housekeeping, front desk, and room service for any special packages, events, and guest requests to ensure all details are carried out correctly
- Set up amenity delivery for any special events or occasions
- Ensure compliance with: Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Guest Service Department Operating Procedures, and Standard Operating Procedures. (10% time)
- To block and pre- register all arriving reservations
- Interior and on occasion exterior of hotel with exposure to weather conditions
10
Experience For Rooms Controller Resume
- Maintain accurate house count
- Ensure extra rooms and rollaway beds are paid accurately and on time
- Ensure Select Guests and VIPS are assigned appropriately
- Review group resumes and note information in Log Book on the appropriate day
- Understands and complete the Rooms Controller Checklist
- Facilitate a smooth and orderly workflow and maximum service to our guests
- Assist is storage and delivery of all packages/luggage to the Bell stand. Follows up on a daily basis to see that these packages are delivered within 15 minutes standard and to the proper location
List of Typical Skills For a Rooms Controller Resume
1
Skills For Overnight Rooms Controller Resume
- Professional experience in front office department
- Excellent command of English in both verbal and written communication
- Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms
- Standing and walking throughout entire shift
- Identifying any over-commitments and running daily report
- Ensuring that there are no holes in the room blocking and inventory 7 days in advance
- Frequent standing and walking during the shift
- Assists the AFOM on duty in controlling the house count, selling out, and/or handling overbooked situations
- Work with Sales and Reservations to ensure ongoing selling strategies do not oversell key Suite and Villa categories and bedding types
2
Skills For Franchised Rooms Controller Resume
- Dynamic, inspiring and highly international working environment
- Pen, computer, photo-copying machine, cleaning chemicals, cart, telephone, vacuum, radio,
- W Personality: warm, welcoming, smiling and pleasant
- Assists the Front Desk team by answering telephone calls using Fairmont Telephone Etiquette
- Responsible for blocking of all rooms and suites and accounting for all special requests on reservations
- Monitor the “I’m on my way” (Keep in Touch) and Easy Departure programs and ensure proper blocking of inventory while meeting guest preferences
- Daily review of next day’s arrivals ensuring requests, room blocking, and amenities for special occasions are confirmed
- Prepare reports and meeting minutes for Issue Prevention and Rooms meeting
3
Skills For Reservations Specialist / Rooms Controller Resume
- Ensures that the safety & confidentiality of all matters pertaining to guests and members are met in accordance with hotel standards
- Expand and develop your talent in the world’s leading global hospitality company within Poland and abroad
- Verify and adjust billing for guests
- Enter and locate information using computers and/or POS systems
- Ensure rates match market codes and document exceptions. Verify and adjust billing for guests
- Lift, carry and place objects weighing up to 20 pounds without assistance
- OPERA, MARSHA, IMS, Virtual Concierge, Microsoft Office and other operating
- Pre-tax benefits to encourage commuting
4
Skills For Rooms Controller / Phone Operator Resume
- Answer telephones using appropriate etiquette
- Pre Block VIP and Marriott Elite members’ arrivals taking into account any special requirements
- Assist the Front Office Manager to oversee the entire operation related to groups / crew, maintaining the company’s highest standards
- Manage the strict safekeeping of guests’ personal data and maintenance of privacy
- Reviews Special Requests, block appropriate rooms, and provide a comprehensive list to Housekeeping
- Assists in the handling of the reports and administrative processes of the Front Desk (high balance, credit report, etc.)
- Answers telephone calls according to Fairmont Telephone Etiquette
- Communicate room availability and other information with Housekeeping department
5
Skills For Rooms Controller Resume
- Be familiar with the Housekeeping department’s policies and procedures
- Appropriately protect confidential guest information and guest room key access according to front office SOP’s
- Pre-registering designated guests and prepare key packets
- Review/Track/Accommodating requests for room/check-out changes when possible and communicate status to appropriate staff
- Confirm reservations and cancellations and reviewing out-of-order rooms daily
- Daily evaluation required of hotel inventory for 3 months in advance, ensuring oversold categories are balanced and inventory reflects actual availability
- Oversee all Leisure Sales key accounts by handling special requests and ensure all promotion/contract details are completed
- Assist with selling strategies, group block meetings, etc. and advise of potential concerns in inventory
6
Skills For Overnight Rooms Controller Resume
- Organize and plan site rooms and suites Sales and Housekeeping
- Liaison between Catering, Group Sales and Reservations to obtain arrival/departure times, gather FPC information and assign VIP preferences accordingly
- To be familiar with the Housekeeping, Front Office and Reservations department’s policies and procedures
- To have extensive knowledge with all technical equipment related to the Front Office, Housekeeping, and Reservations departments
- Be familiar with Lodgenet, Opera, Access, Ving Card, GoConcierge, and Synergy
7
Skills For Franchised Rooms Controller Resume
- Review and update turndown variance reports, kids turndown, SG Wifi routing
- 6 months - 1 year Front Office Exp
- Have a thorough knowledge of Lapita Hotel product and services
- Know all hotel emergency procedures
- Build rapport with VIP’s, FPC members, distinguished visitors; escort guests to rooms, make welfare calls, encourage feedback throughout their stay
- Resolve the issues of the customers and internal members in a timely manner
8
Skills For Reservations Specialist / Rooms Controller Resume
- Benefits package: comprehensive health care package, Multisport card, free meals in staff restaurant, life insurance, hotel room discounts at our locations around the globe and other
- Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets
- Organize and coordinate check-in/pre-registration procedures for arriving groups
- Work under pressure and face paced environment
- Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff
- Confirm reservations and cancellations
- Review out-of-order rooms daily. Ensure rates match market codes and document exceptions
- File guest paperwork or documentation. Set up/process all guest check-ins/check-outs
9
Skills For Rooms Controller / Phone Operator Resume
- Receive, record, and relay messages accurately, completely, and legibly
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets
- Experience of related field in a hotel
- Coordinate tasks and work with other departments. Serve as a departmental role model
- Comply with quality assurance standards. Stand, sit, or walk for an extended period of time
- Perform duplicate reservation checks; block rooms
- To maximize revenue and occupancy through pre-arrival planning and ensuring all the reservation requests for amenities, special requests, billing instructions, etc are correctly actioned and set in the hotel PMS system – Opera
- Demonstrate team spirit and cooperation
10
Skills For Rooms Controller Resume
- Guest services experience in a hospitality/hotel/resortenvironment and/or
- To coordinate with HSK and Eng team regarding OOO and OOS rooms
- To balance the inventory in Marsha and Opera on a daily basis
- To communicate to the Front Desk team the up-sell strategy for the day
- To help the front desk and AYS team to cover breaks and peak times
- Able to work with management
- Able to communicate with all shifts and departments
- Interior of hotel with possible exposure to the outside
List of Typical Responsibilities For a Rooms Controller Resume
1
Responsibilities For Overnight Rooms Controller Resume
- Review arrival reports and communicate effectively to the Housekeeping department for proper room assignment process
- Liaise with Housekeeping to prepare showrooms for sales & marketing needs
- Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible
- Follow up on 3rd party payments and pending accounts and Paymasters with necessary stakeholders involved
- Follow up on Missing Stay and Loyalty certification processes
2
Responsibilities For Franchised Rooms Controller Resume
- Exchange information with other employees using electronic devices
- Handle all room moves, liaise with Housekeeping on the status of the rooms, communication with guest and teams
- Ensure Duplicate Check is completed
- Manage all daily room changes
- Be familiar with ESP Accounts and Last Room Availability
3
Responsibilities For Reservations Specialist / Rooms Controller Resume
- Understand the Reservations restrictions board
- Pre-block rooms for all arrivals, with considerations of the estimated time of arrivals, personal guest preferences and stay history. Focus on Elite members and other VIP guest
- Review special requests on reservations and coordinate with other related departments to anticipate and fulfill the ask/s, e.g. feather-free request, honeymoon or VIP setup
- Ensure all special occasions stay information (e.g., birthday, anniversary, wedding couples, etc.) are taken note of and preferences are complied with and executed
- Prepare same day reservations (day use, lay over, etc.) and print registration cards, as well as executing any related PMS updates (e.g. routing instructions, etc.)
- Manage room inventory to maximize room revenue and occupancy
- Communicate and align with Revenue management leader and Front Office Manager on same-day sell/upsell strategy
4
Responsibilities For Rooms Controller / Phone Operator Resume
- Review and manage guestroom inventory for same-day sales to maximize yield and occupancy
- Monitor the percentage of vacant clean rooms based on arrival patterns to ensure that there are adequate vacant clean inspected rooms to manage arrival patterns
- Ensure pre-blocked rooms are released as “Vacant-Clean-Inspected” (VCI) by Housekeeping and ready prior to guest reservations with ETA
- Follow up and liaise on Item Inventory procedure with Housekeeping
- Coordinate with Housekeeping and Engineering teams to review and release on time the out-of-service and out-of-order rooms that were blocked for Rooms Preventive Maintenance (RPM)
- Constantly keep track of changes in arrival patterns and room status (e.g. early check-out, late check-out, room change, unexpected stay-over, walk-ins, etc.) and communicate with Housekeeping and Room Service (VIP amenities)
- Be responsible of monitoring and taking care of the Mobile Guest Service Control Panel
- Manage and coordinate sold out and overbooking situations
- Handle inventory balancing and error log review of PMS and Reservation systems
5
Responsibilities For Rooms Controller Resume
- Responsible for monitoring Mobile check-in and check-out
- Review the panel to process mobile check-in requests, prepare room assignment according to the arrival time and pre-register with keys
- Review the panel to process the mobile check-out requests, perform check-out on the PMS system and follow up with e-folios sending to guests
- Responsible for managing group arrivals and departures
- Follow up and action on all same day traces in the PMS report for arriving guests
- Coordinate with sales or events departments to obtain group arrival and departure information
- Attend weekly Group Resume meetings as assigned by the Supervisor
- Prepare and organize the group arrivals and departures by communicating with Guest Services/Bell, Housekeeping and Front Desk teams to ensure flawless check-in and check-out experiences
6
Responsibilities For Overnight Rooms Controller Resume
- Responsible to handle group-related guest experience requests with Events Manager and group billing arrangements with Credit Manager
- Provide back-office support to the Front Office team
- Prepare all designated Elite members and VIP arrivals by preparing registration card, key packet and room keys. Ensure keys are working until departure date and time, esp. if late check-out has been committed in advance with the reservation
- Review and prepare for early check-in, express and late check-out requests from guests and provide guidance to the associates based on occupancy and arrival patterns
- Charge day-of-arrival virtual credit cards for OTA/Wholesale arrivals
- Review of daily rate checks and fix any possible rate variances
- Take responsibility with Front Office supervisor on duty for credit risks guests
7
Responsibilities For Franchised Rooms Controller Resume
- Maintain confidentiality of proprietary materials and information (PCI requirements)
- Perform Guest Relations function
- Provide assistance to individuals with disabilities within guidelines
- Communicate and organize the group arrivals and departures by communicating with Guest Services/Concierge, Housekeeping and Front Desk teams to ensure flawless check-in and check-out experiences
- Prepare all next day registration cards, key packet and check in amenity forms
8
Responsibilities For Reservations Specialist / Rooms Controller Resume
- Raise purchase orders for Front of House department, coordinate with Vendors and monitor purchasing circle. Receive items in ADACO and post invoice in PEOPLESOFT
- Manage emails and bookings on behalf of FOM, GM and Owners
- Manage COMP room bookings, request COMP form
- Manage Voucher requests, handle communication and bookings
- Execute spot checks of FO procedures, together with Manager of Duty
- Support Front desk with check-in and check-out
- Monitor inventory control
- Help to onboard new hires
9
Responsibilities For Rooms Controller / Phone Operator Resume
- Undertake projects to improve operational processes within Rooms department
- Handle sensitive issues with associates and/or guests with tact, respect, diplomacy and confidentiality
- Partner and assist others to promote an environment of teamwork and achieve common goals
- Handle and manage “Queue” Rooms
- Review requests for late check-outs and provide guidance accordingly
- Ensure rates match the market codes and exceptions are documented with an explanation
- Process guest check-ins by confirming reservations in computer PMS system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures in alignment with local laws
- Identify any over-commitments by room type and bed type
- Run daily arrival reports and identify any special requests
10
Responsibilities For Rooms Controller Resume
- Maintain Empower – GXP platform
- Contact appropriate individual or department (e.g., Bellman, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem
- Own pre-arrival planning process
- Pre-block rooms for all arrivals, with considerations of the estimated time of arrivals, personal guest preferences and stay history. Support Guest Relations with focus on Elite members and other VIP guest
- Ensure all special occasions stay information, taken from GXP and PMS (e.g., birthday, anniversary, wedding couples, etc.) are taken note of and preferences are complied with and executed
- Prior Front Office experience required
- Allocates arriving rooms according to the preferences, rates, packages from the PMS and the SGR (Master arrival report) system
- Responsible for monitoring Mobile check-in and check-out and Q-Management
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