Guest Experience Controller

Duties and Responsibilities

• Manage daily room assignment process to ensure guest preferences and operational requirements are met.
• Cook up with Housekeeping and Front Office teams to prioritize room readiness based on arrival patterns and VIP needs.
• Maintain accurate records of room inventory, out-of-order rooms, and special blockings.
• Apply dynamic selling strategies to match guest preferences with room availability.
• Collaborate with Front Office and Revenue teams to align on upgrade targets and performance goals.
• Act as liaison between Reservations, Front Desk, Housekeeping, and Engineering to support seamless room allocation.

In-Room Dining Order Coordination

• Answer guest calls promptly and professionally, taking orders for in-room dining, amenities, or service requests, and detailed order confirmations.
• Provide knowledgeable recommendations and anticipate guest needs.
• Cook up accurate delivery with internal departments and ensure timely service.
• Follow up on guest requests to ensure satisfactions
• Input orders accurately into the POS system and coordinate with kitchen and service teams for timely delivery.
• Monitor order times and follow up to ensure guest satisfaction and prompt resolution of any issues.
• Update guests on any menu changes, unavailable items, or special promotions.

Guest Experience & Communication

• Respond to guest requests with efficiency, grace, and discretion.
• Handle VIP and special occasion arrangements, ensuring personalized attention to detail.
• Ensure all communication between departments regarding room statuses or IRD orders is clear and timely.

Administrative & System Support

• Use Opera or similar PMS to manage room blocking and guest profiles.
• Utilize POS and dining systems to ensure accurate order entry and guest billing.
• Maintain records and logs for IRD orders, room readiness, and departmental coordination.