Room Controller

Company description

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Sofitel Riyadh Hotel & Convention Center: A symphony of French elegance and Saudi Arabian warmth
The Sofitel Riyadh is dedicated to providing a five-star experience characterized by luxury, elegance, and impeccable service. The hotel's commitment to personalized attention ensures that each guest's stay is not just comfortable but memorable. Blending urban sophistication with refined opulence, the Sofitel Riyadh creates an atmosphere where every detail is thoughtfully curated to offer a unique and unforgettable experience.

Job description

• Assign room according to guest request and preferences whenever possible.
• Organize and coordinate check-in/pre-registration procedures for arriving groups. Review, track, and 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.
• File guest paperwork or documentation. Set up and process all guest check-ins and check-outs. Activate room keys.
• 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.
• Have a thorough knowledge of Sofitel Riyadh Hotel product and services.
• Check house count to establish selling strategy for shift, monitoring it regularly during shift and responding to any changes.
• Ensure daily log and all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
• Demonstrate and promote quality awareness amongst front office team. Seek ways to improve and maintain guest satisfaction scores for all front office sections.
• Pre-block VIP and all members' arrivals taking into account any special requirements.
• Ensure that all arrivals, departures, no shows, extensions and OPERA related reservation amendments are performed in a timely manner in order to avoid further confusion to all reception associates.
• Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
• Follow up the daily arrivals with housekeeping department.
• Ensure that all guest requests and information are updated in OPERA and communicated to other departments.
• Be reliever for the Front Office Supervisor when needed.
• Be able to identify and resolve guests' problems and feedback up to the guest satisfaction.
• Constructive guest feedback and ensure that all concerned applications are filled and concerned departments are informed.
• Supervise guest registration and all relevant registration details required by the Saudi law.
• Ensuring that all front office receptionists are continually updated with hotel rates, packages and discounts.
• Supervising compliance of front office receptionists in cash handling procedures to maintain an accurate float.
• Be security conscious at all times and inform manager on duty of anything suspicious.
• Develop knowledge about frequent guests and their special requests and needs. Ensure the information is updated and maintained in guest profiles accordingly.
• Utilizing all available resources, follow up on previous shift requests and pending issues.
• Have an excellent approach to customer service.
• At all times strive to represent Accor/Sofitel in the most professional, courteous manner.
• Be able to perform any additional scope of duties if requested by the management.

Qualifications

• Ideally will have experience in a similar supervisory position within front office department.

Skills and knowledge

• Strong communication skills (verbal, listening, writing).
• Pro-active and reliable.
• Able to work alone and within a team.
• Problem solving and complaint handling.
• Strong organizational and time management skills.
• Opera-Cloud OPERA, Microsoft Office and other operating systems.