Job Description

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The Rooms Controller is primarily responsible for the management of the Hotel room inventory with a view to maximizing revenue. The Rooms Controller is responsible for maintaining accurate and detailed information on reservations and Guest profiles in the Property Management System and other systems used by the Resort. Reporting primarily to the Rooms Division Manager and with certain responsibilities to the Area Director of Revenue. The Rooms Controller is the point person on property with regards to all matters pertaining to Revenue Management and Reservations, producing and distributing reports and information considered critical to planning by the operations.

Primary Responsibilities & Duties

Daily Review of Reservations made on the day – including reservations made day of, or previous days. This also needs to be completed after returning from days off Reservations - Review, correct, and update all rooms reservations in Opera with an aim to ensuring that all information is accurate and detailed, including but not limited to:

•        Merging profiles and ensuring that the correct profiles are allocated for arrival rooms

•        Correct spelling of names and correct titles

•        Up to date Guest Profile History

•        Correct flight arrival times

•        Collect outstanding deposits and confirm that billing is correct, paying particular attention to rates, promotions, and packages

•        Apply routing where needed

•        Apply traces where necessary

•        Update comments where necessary and alert guest services if particular reservations need to be contacted for activities or requests

•        Ensure deposits are taken and billing instructions are correct

Assign rooms to reservations, blocking the hotel inventory for the following 2 months or further depending on business demands Provide guests with the most suitable room based on their preferences and previous visits Meet all expectations of our industry partners with regards to complimentary upgrades

included in agreements such as FHR, Rosewood Elite or promotions the hotel may run.

Maximize opportunities for up-sells by the Front Desk by freeing higher category rooms with straight line availability for a minimum of 3 days Maximize savings by keeping limited reservations to one building or floor during lower occupancy days Responsible for working closely with the Front Office Department to ensure proper

blocking to maximize revenue.

Upload the cancellation terms and conditions and any inclusions for negotiated rates to the short and long info of the rate codes in Opera Group Blocks – the Rooms Controller may be requested to assist with inputting and maintaining room blocks after receiving instructions from the Sales Managers for the creation of Group Blocks in Opera. The Rooms Controller will work closely with the Conference Services Managers on updating and managing the group blocks in Opera once created. The CSMs are responsible for managing cut-off dates, however the Rooms Controller must remind the CSMs when cut-off dates are approaching. The Rooms Controller will also attend all Pre-Con Meetings and speak to Rooming Lists for groups as required. Support Sales and Revenue Management by moving the room blocks to maximize availability in each room category. Manage room category availability. Reports - Provide reports when needed as they relate to room inventory, production reports, account information, and other reports as needed. The Rooms Controller is responsible for processing of Expedia travel agent commissions. Any billing instructions related to Guest Preference Form activities must be updated in the necessary systems by the Rooms Controller. Requests for pro-forma invoices are handled by the Rooms Controller The Rooms Controller is responsible for ensuring all Credit Cards submitted by Canary is updated in the reservations and the necessary deposits are taken. Follow up and respond to all emails in the Bermuda Inbox within 24 hours Respond to the Microsoft teams chat in relation to reservations enquiries in a timely manner. Book reservations requested through email according to the correct time, date and other pertinent details related to the reservation. Ensure deposits are being taken correctly by the night team. Ensure the reservations that are commissionable are correctly ticked in opera to ensure timely payment to our partners. Check all cancellation and no shows from the previous day to ensure they are charged Ensure the weekly deposit ledger is prepared by finance and review those that should be refunded Review all OTA reservations to ensure rates are running correctly and that what we have booked in Opera matches the OTA Guest History & Profiles – the Rooms Controller is responsible for the upkeep and maintenance of Guest Profiles and Guest History. The Rooms Controller checks all arrival profiles for accuracy and/or missing information and corrects/updates as necessary. Any significant events experienced by the Guest such as EGGs during their stay, are entered onto the Guest Profile by the Rooms Controller and updated for accuracy. Review all arrivals from the previous day and report back to the Director of Guest Experience as it relates to any profiles that are missing the necessary information such as address, email, phone number and that the emails are marked as marketability. Guest EGGS that are registered are copied into the guests profile under profile notes so they show for future reservations and reports Responsible for and maintaining complete knowledge of: All hotel/resort facilities/services, hours of operation. All guest room layouts, bed types, decor, appointments, and locations. Room availability for any given day. Restricted dates, rates and room types. All room rates, packages and promotions. Specific arrangements between hotel/resort and travel agencies, central reservations team. Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. Entertainment and special events scheduled in the hotel/resort.

Ensure that standards are maintained at a superior level on a daily basis. Attend all staff and front office meetings and communicate pertinent information to the staff. Attend Weekly Revenue calls and coordinate with the Area Director of Revenue to ensure we maximize occupancy and rates

Qualifications

Experience - Minimum two years’ experience in Front Office for a luxury or ultra-luxury property. Education: College degree. General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data Technical Skills: Advanced math skills; ability to produce complex reports using room data. Language: Required to speak, read and write English, with fluency in other languages preferred.

QUALIFICATION STANDARDS:

Education: College Degree preferred

Experience: 2 -3 years hotel operations experience preferred