Rooms Controller - St. Pancras London Autograph Collection

POSITION SUMMARY

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. 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. Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys. Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms. Run daily reports. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly.

• Deliver and embrace the hotel and brand’s service standards at every moment, including knowledge of the hotel, its history, the Navigator and the RWay.
• Attend and actively participate to all required training sessions including shift briefs and any other.
• Always put guests’ needs first. Try and be creative when addressing guests’ requests: there is a solution for all problems. The tricky part is finding it, even in the busiest of days.

Extraordinary People

• Work as a strong and committed team member and colleague, as well as proactively nurturing any stakeholder relationships (e.g. owner, extended sales team and suppliers).
• A room’s controller also needs to build a strong relationship within their team, as this is a key role and needs to be a point of reference for all associates.

Extraordinary Innovation 

• Proactively contribute ideas and shares creative solutions to make St Pancras the best possible workplace and destination of choice for our guests.

Specific Duties

• Sound use of Opera PMS, MARSHA (training will be provided), Empower platform, Nor1 upgrade system and be familiar with TSA upselling programme.
• Knowledge of Microsoft Office programmes, Word, Excel, Power point etc.
• Strong organizational skills, to be able to have control of the rooms and multitask across different platforms (Mobile check-ins, queue rooms, departures).
• Excellent communication skills to mediate between Housekeeping and Front Office, ensuring a smooth run of every shift. A rooms controller is the equivalent of a simultaneous translator: they take information from a busy Front Office and make sure Housekeeping are on top of what it takes to deliver quick and effective service for all guests. Communicating room features, guests’ preferences and requests. Dealing with room moves and split reservations.
• Confidence and empowerment to go the extra mile and take initiative in order to solve guests’ issues or complaints.
• Be in control of the hotel inventory, recognising when to open or close room types, room rates
• Flexibility to cover Front Desk shifts during peak business periods.

Working in a safe environment

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Maintain awareness of suspicious persons on property premises.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Follow company and department policies and procedures.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Protect the privacy and security of guests and co-workers.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with co-workers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

You’ll need to know your stuff

• Knowledge of overall hotel operations is essential for this role.
• Knowledge of the property, its configuration, its history is important to understand room allocations.
• Knowledge of Front Office basic procedures such as check-in, check-out, rooming, and telephone etiquette is expected.
• Knowledge of room types, room rates and how to build them is essential (training will be provided).

You’ll be expected to deliver on the following

• Effectively manage rooms on Queue, mobile check-in dashboard, Nor1 upgrade website, early arrivals and same day allocations.
• Effectively manage room type availability in Marsha, to be able to open and close room categories according to the pick-up of the Hotel on the day.
• Effectively and proactively deal with room’s allocation for the following day and be able to understand the needs and preferences of our Platinum, Gold and other Marriott Rewards Members.
• Being able to liaise with our Events team and make sure that all groups’ allocation is taken care of based on the Group Resume that gets sent out.
• Being familiar with all the applications which contribute to a good execution of the shift, such as Empower, Kaba keys cutting system, Marsha, etc.
• Being able to set up and build new rate codes in Opera in order to avoid interface errors between Marsha and Opera.
• Being able to execute daily operations such as check in, check out and billing in order to support the colleagues at the desk
• Being able to support with guests luggage if required.
• Being able to cover and support Guest Services if required.
• Cover Front Desk shifts when required.
• Follow all company policies and procedures.
• Perform other duties as assigned to meet business needs

Your key measure for the role

• Guest Satisfaction Survey Scores
• Brand Standard Audit Scores
• Departmental Goals
• Your performance against your Goals

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.