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Rooms Controller

Rooms Controller

InterContinental Hotels GroupKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan
  • Verify and adjust Group billing and PM Account to ensure accuracy, process payments, and complete necessary paperwork.
  • Activate room keys and ensure valid payment is received before issuing keys.
  • Identify and resolve related issue to room types, bedding, views, or size to avoid overbooking.
  • Assign rooms according to guest preferences and requests (e.g., room types, view, accessibility needs) whenever possible.
  • Block rooms in the system, ensuring that guest requests, special requirements, VIP status, early arrivals, and guest recognition are accounted for.
  • Handle and track room changes , ensuring that room transfers, early check-outs, or late check-outs are coordinated with relevant departments.
  • Pre-register designated guests and prepare key packets for smooth check-ins.
  • Confirm reservations and cancellations and make necessary adjustments to the reservation system.
  • Coordinate with Housekeeping to track the status of rooms for check-in, including reporting guest concerns regarding room cleanliness or maintenance.
  • Accommodate requests for room changes based on guest needs or preferences, while managing room availability effectively.
  • Keep track of changes in room status (e.g., late check-out, room transfers) and ensure Housekeeping and Front Desk are informed.
  • Run daily reports including IHG Guest Arrival Reports , review reservation details, and follow up with guests to ensure all requests and problems are addressed to their satisfaction.
  • Perform duplicate reservation checks , ensuring no errors or overlaps in the system, and make necessary adjustments.
  • Maintain constant communication with other departments , including Front Desk, Housekeeping, and Sales, to coordinate room availability and guest requests.
  • Attend Group Resume meetings weekly to review group reservations, special requests, and room assignments.
  • Ensure out-of-order and out of service rooms are reviewed daily, determining their status and estimated date for return to inventory.
  • Review late check-out requests and approve based on occupancy, ensuring proper room allocation.
  • Coordinate with Sales and Marketing for group bookings and special room assignments.
  • Review market codes and rates , ensuring they align with room types, and document any exceptions with explanations.
  • Clear departures in the system to ensure rooms are properly accounted for and updated in the inventory.
  • Welcome and acknowledge all guests according to IHG standards, addressing their service needs with anticipation and professionalism.
  • Record and relay guest messages accurately and legibly, ensuring prompt delivery and follow-up.
  • Assist individuals with disabilities and ensure they receive appropriate accommodations and attention.
  • Adhere to company policies and procedures , maintaining a professional appearance, confidentiality, and cleanliness at all times.
  • Ensure uniform and personal appearance meet the standards of the hotel.
  • Communicate with clarity and professionalism —speak with others using clear language, prepare and review written documents accurately, and answer phones using appropriate etiquette.
  • File guest paperwork and documentation, maintaining an organized system for easy access and reference.
  • Track guest preferences and maintain a record of special requests to ensure all future stays are as personalized as possible.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction, enhancing the guest experience.
  • Perform administrative duties as requested, including creating reports, managing data, and updating systems.
  • Ensure the accurate tracking and recording of room status in the system, including changes such as early check-outs, late arrivals, and other special requests.
  • Coordinate with Housekeeping to ensure the readiness of rooms for check-in and handle guest concerns effectively.
  • Serve as a role model within the department, offering guidance and support to other team members, particularly during peak periods.
  • Promote teamwork and quality service , developing and maintaining positive relationships with other departments to ensure guest satisfaction.
  • Assist other departments as needed, particularly Front Desk and Housekeeping, during busy or peak periods.
  • Support departmental goals , ensuring the team reaches common objectives and maintains high standards of service.
  • Follow safety procedures , reporting all incidents in accordance with company policy.
  • Ensure confidentiality of proprietary information , protecting both guest and company assets.
  • Ensure secure handling of guest payment information , including credit card details and other personal data.
  • Perform ad-hoc duties and assist with unexpected tasks as requested by Supervisors or management.
  • Act as a liaison for any emergency or special circumstances, ensuring that issues are resolved quickly and effectively.

    • What We Need From You

    • Speak local language . English language skill both written and verbal is a plus.
    • Having self-transportation is an advantage .
    • Communication skills are utilized a significant amount of time when interacting with clients and the guests.

      • Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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