Job Number 19166442
Job Category Rooms and Guest Services Operations
Location Sheraton Grand London Park Lane| Piccadilly| London| Greater
London| United Kingdom
Brand Sheraton Hotels & Resorts
Position Type Non-Management/Hourly
Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.
_Rooms Controller shift coverage will be required_
TECHNICAL SKILLS & JOB CONTENT KNOWLEDGE
Skills and Knowledge unique to this position
Oversee the daily operation of the Front Desk
Regularly review room availability situations together with Housekeeping.
Ensure all Front Desk tasks are complete in a timely manner
Ensure all brand standards are being followed by the Front Desk Agents
Monitor room type booking levels and ensure the appropriate allocation of
rooms for arrivals as well as communicating on room upgrades to the reception
Ensure optimum occupancy and average rate for the purpose of maximizing
Record and hand over to Housekeeping or Security any lost or found items.
Report any faults or system problems to the IT Department and to follow up
Report any faults or issues guests have risen to the Duty Manager or
Ensure guest privacy and security| respecting confidential information.
To be fully conversant with all front office departmental procedures.
Monitor front desk activities with regards to rebates| refunds| currency
exchange| paid outs| billing instructions| discounted rates in compliance with
Carry out all duties relating to correct billing of revenues| cash control|
float balances and credit balances of guests in-house
To be familiar with hotels guest key systems and procedures.
To be fully conversant in the local language.
Along with reservations and accounts manage the pay masters and ensure these
are closed in a timely manner
Respond to all emails to the Shift Leader account in a timely manner
Key Tasks – Rooms Controller related
Assign room according to guest request and preferences whenever possible.
Accommodate requests for room changes when possible.
Monitor the Mobile App throughout the day and process accordingly
Balance the house through MARSHA
Keep track of changes in room status (e.g.| early check-out| late check-out|
room transfer| unexpected stay over) for Housekeeping.
Communicate to appropriate staff that there are guests that are waiting for
an available room.
Coordinate with Housekeeping to track readiness of rooms for check-in and to
report guest concerns.
Review out-of-order rooms daily to determine status and estimated date for
return to room inventory.
Review requests for late check-outs and approve according to occupancy.
Ensure rates match market codes and that any exceptions are documented and
include an explanation.
Verify and adjust billing for guests.
Pre-register designated guests and prepare key packets.
Organize and coordinate check-in/pre-registration procedures for arriving
File guest paperwork or documentation.
Set up accurate accounts for each guest upon check-in according to their
requirements (i.e.| sharewiths| separate room/tax/incidentals| comp). ƒ
Process all guest check-ins by confirming reservations in computer system
(e.g.| Fidelio| PMS| FOSSE| OPERA)| verifying guest identity| requesting form
of payment| assigning room| and issuing room key in accordance with property
policies and procedures.
Secure valid form of payment (e.g.| credit card| cash) prior to issuing room
key. ƒ Clear departures in computer system to document that rooms are no
longer occupied. Reservations/Blocking Rooms
Identify any over-commitments by room type (e.g.| bedding| view| size).
Block rooms and identify designated requirements and requests (e.g.|
guaranteed room types| special requests| VIP|s| early arrivals| guest
Perform duplicate reservation checks.
Confirm reservations and cancellations. Reports/Recordkeeping
Run daily reports (number of arrivals| departures)| identify any special
requests| and check reports for accuracy.
Maintain and update database-containing preferences of repeat and VIP
guests. Guest Services
Contact appropriate individual or department (e.g.| Bell person| Front Desk|
Housekeeping| Engineering| Security/Loss Prevention) as necessary to resolve
guest call| request| or problem.
Follow up with guests to ensure their requests or problems have been met to
Receive| record| and relay messages accurately| completely| and legibly.