Rooms Control | Full-Time

Purpose

To manage overall resort inventory to ensure all guest reservations are set up properly as well as hotel goals are met with revenue and overall service.

Essential Functions

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
• Work closely with all hotel departments especially Group Housing, Sales, and Conference Services teams
• Empathetically listen to guest inquiries and provide appropriate responses
• Settling guest accounts upon checkout, resolving guest issues and completing special requests
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
• Control suite inventory and specialty rooms according to suite request policy
• Able to perform job functions with attention to detail, speed, and accuracy
• Able to prioritize and organize work
• Make / Change / Cancel reservations
• Verification of the VIP, ETA, billing, arrival and departure states, room types based upon group resumes
• Follow all Omni credit policies and understand & perform Cash handling processes
• Adequately adhere to the selling strategies set by the DORM
• Ensures FIT reservations are processed and confirmed within 24 hours of receipt and carry the correct billing/ routing instructions
• Pre-Block all reservations needs for suites, villas, and connecting rooms
• Package including Dynamic Packages are set up properly on reservations and sent out to resort
• My Upgrades confirm upgrades as available
• Able to ensure amenities are set up for Packages, Birthday, Anniversary, Honeymoon
• Cancellation and Deposit Report – ensure guests are charged based on policy
• Pre-register designated guests and prepare key packets
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information
• Able to accommodate room changes expediently
• Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation
• Follow up to ensure completion and guest satisfaction
• Issue safe deposit boxes to guests and ensure security of key
• Generate, print and distribute daily and weekly reports
• Resolve discrepancies on the room status report with Housekeeping
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions
• Be thoroughly acquainted with the AM and PM checklist
• Absorb Group Housing as needed with building blocks, pulling rooming lists and pick up reports, communication to meeting planners
• Be familiar with all systems and equipment as related to the Front Desk
• Be familiar with all hotel rate plans and rate codes
• Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
• Be familiar with all hotel facilities (F&B outlets, Business Center, Gift Shop, Fitness Center, Spa, Recreation, and Golf Club)
• Understand and perform cash handling processes
• Understand the importance of our Medallia scores
• Maintain 4-Star/4–Diamond Standards of guest service
• Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality and security of associate and proprietary information; protect company assets
• Report accidents, injuries, and unsafe work conditions to leader
• Perform other reasonable job duties, such as special projects as directed by the leaders

Qualifications

• Previous Reservations/Front Office Experience
• Previous working knowledge of ORS/OPMS/Delphi
• Customer Service Oriented
• Professional telephone etiquette
• Knowledge of Microsoft Office Applications
• Excellent Communication Skills
• The ability to multi-task
• The ability to work in a fast-paced high-pressure work environment while executing delegated tasks and assignments
• Must be able to work a variety of shifts, including weekends and holidays

Physical Job Requirements (for Essential Functions Only)

• Ability to stand for prolonged periods of time
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance

Working Environment

• Interior of hotel
• May require working overnight shift

Omni Hotels & Resorts Is An Equal Opportunity/AA/Disability/Veteran Employer. The EEO Is The Law Poster Is Available Using The Following Link EEOC is the Law Poster. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages. If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: applicationassistance@omnihotels.com.