Rooms Controller

Location

The Omni Homestead Resort & Spa

Our employees are what make The Omni Homestead Resort & Spa what it is. Since 1766, they’ve helped us offer guests an opportunity to enjoy Southern hospitality at its best. Located in the Allegheny Mountains of Virginia, we are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings.

The Omni Homestead Resort & Spa’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Homestead Resort & Spa may be your perfect match.

Job Description

The main purpose of the Rooms Controller is to coordinate and organize the hotel’s guest room inventory.  The Rooms Controller will act as a liaison between the Housekeeping, Engineering, Front Office, and Reservations department regarding the status and distribution of all guest rooms. This position will also perform Front Desk Agent duties and provide a four-diamond welcome and departure experience to each guest, as well as serving as ambassadors throughout the guest’s stay. 

Responsibilities

• To be thoroughly knowledgeable of all room types and pricing. 
• Be able to offer alternatives when room requests cannot be met

• To block and pre-register all reservations arriving. 
• Oversee room inventory and ensure proper blocking strategies are in place
• Work with the engineering and houskeeping team in managing OOO and OOS rooms
• Assist leadership team in managing sellouts
• Review the reservations made yesterday report to block all new reservation requests
• Block all dynamic package rooms (e.g., Patio, Fireplaces, Connecting Rooms, etc.)
• Work with DORM and Loyalty Manager on suite upgrades and suite assignments
• Run the Very Detailed Arrivals daily to ensure all requests have been met
• Block all pet rooms in accordance with the pet policy
• Reviews resume and work with group housing for group blocking. 

• Assists with development and execution strategy of sold-out nights. 

• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.) 

• Pre-register designated guests and prepare key packets for client retrieval. 

• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery) 

• Familiar with all reservation special packages and procedures such as online check-in. 

• Understand Select Guest program and VIP 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 guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process. 

• Knowledgeable of all Front Office, Guest Services and Ideal Services Moments of Service scenarios, and execute to standard. 

• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests. 

• Be familiar with all hotel amenities and hours of operation. 

• To be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing). 

• To be familiar with local attractions and businesses. 

• Understand and perform cash handling processes. 

• Understand the importance of our Medallia scores. 

• Maintain 4 - Star/4 – Diamond Standards of guest service. 

• Proper phone and radio etiquette; answering the phone and radio with a smile in your voice. 

• Aid guests in locating other areas of the hotel (walk them to destination if possible). 

• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications. 

• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets. 

• Be able to place amenity requests

• Be able to place work requests into Alice or Synergy. 

Qualifications

• Minimum 6 months hotel front office experience preferred.    

• Ability to accurately and efficiently input information into computer systems. 

• Ability to work cohesively with co-workers both within and outside of your department. 

• Ability to think clearly, quickly and make concise decisions. 

• Ability to prioritize, organize and follow up. 

• Developed computer proficiencies, OPERA experience a plus. 

• Strong organizational skills with the ability to multi-task in a fast-paced environment. 

• Ability to handle stressful situations, while maintaining a calm and welcoming demeanor. 

• Excellent customer service and problem-solving skills. 

• Must be able to work a variety of shifts, including weekends and holidays. 

• Must be able to sit and/or stand for extended periods of time. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.   

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement 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.