Front Office Supervisor/Rooms Controller

OTH Hotels Resorts•Arlington, VA

10d

About The Position

BASIC FUNCTION: The Front Office Supervisor/Rooms Controller is responsible for the daily quality and accuracy of the work produced by the Front Office Staff. The highest standards of operation relating to guest satisfaction are to be maintained through the Front Office Supervisor/Rooms Controller in the overall operations of the Front Office.

Requirements

High school graduate or equivalent.
One-year full-service hospitality supervisory experience.
Must be able to communicate effectively.
Able to work well with guests to resolve problems in a positive manner.
Knowledge of computers.

Nice To Haves

Two years college education preferred.

Responsibilities

Control all guestroom allocations, ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved
Create manual reservations and setting up routing for new channels : Rocketstay, Hotel beds, hotel Tonight, Resort Pass
Respond to MyArlingtonStay emails and handle reservation requests.
Assist FO with balancing inventory/ checking duplicates during oversell situation/assistance with billing issues and rooms assignment
Create Corporate reservation SPR codes and place VIP amenity requests.
Assist with guest requests such as amenities, special room requests and handle guest complaints.
Responsible for assisting the Front Office Manager with the staffing, onboarding and training.
Supervise the performance, attendance, attitudes, appearance and conduct of the staff.
Ensure that the procedures for guest check-in and check-out are maintained.
Maintain an efficient system of communication between the Front Office and other departments, with particular regard to guests’ arrivals and departures.
Work in collaboration with the Front Desk Manager and Directors to ensure Hyatt/OTH service scores are met and maintained.
Collaborate with the Sales Department to ensure that the client room requirements are met and that the potential clients are shown representative rooms as required. Act as a group liaison for the Front Office.
Act as group contact and handle the following: room blocking, arrivals (paying special attention to billing), departures and attending pre-con meetings.
Follow-up on all VIP blocks and inspect room prior to arrival.
Control and monitor blocks and additional blocking as needed, i.e. special requests, suites, etc.
Inspect departure report daily, updating records as necessary.
Perform daily/weekly key inventory and forward to Engineering and Security.
Review Housekeeping Report and rectify all discrepancies before end of shift.
Review Room Revenue Report to ensure rates are correctly entered before close of day and perform nightly bucket check.
Remain alert, courteous and helpful to the guests at all times.
Ensure AM/PM checklists are completed daily.
Make reservation and operational improvement recommendations to the manager.
Serve on the Emergency Response Team.
Act as MOD as needed.