Room Controller – Le Meridien Piccadilly – London


Job Number 19166962
Job Category Rooms and Guest Services Operations
Location Le Meridien Piccadilly| 21 Piccadilly| London| Greater London|
United Kingdom
Brand Le Meridien
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Le Meridien| we believe in helping guests unlock the unexpected and
engaging experiences each destination has to offer. Our guests are curious and
creative| cosmopolitan| culture seekers that appreciate sophisticated|
timeless service. We provide original| chic and memorable service and
experiences that inspire guests to unlock the destination. We’re looking for
curious| creative and well-informed people to join our team. If you appreciate
connecting with like-minded guests and have a deep desire to create unexpected
experiences| we invite you to explore career opportunities with Le Meridien.

Job Summary

Assist staff with expediting problem payments (e.g.| problems processing
credit card). Follow up with guest regarding satisfaction with guest-related
issues. Process all guest check-ins by confirming reservations| assigning
room| and issuing and activating room key. Process all payment types such as
room charges| cash| checks| debit| or credit. Set up accurate accounts for
each guest upon check-in (i.e.| sharewiths| separate room/tax/incidentals|
comp). Anticipate sold-out situations and obtain satisfactory alternative
accommodations when the property cannot accommodate guests with reservations.
Block rooms in the computer and identify designated requirements and requests.
Contact appropriate individual or department (e.g.| Bellperson| Housekeeping)
as necessary to resolve guest call| request| or problem. Coordinate with
Housekeeping to track readiness of rooms for check-in. Review shift logs/daily
memo books and document pertinent information in logbooks. Count bank at the
beginning and end of shift. Balance and drop receipts according to Accounting

Assist management in hiring| training| scheduling| evaluating| counseling|
disciplining| motivating and coaching employees; serve as a role model and
first point of contact of the Guarantee of Fair Treatment/Open Door Policy
process. Report accidents| injuries| and unsafe work conditions to manager;
complete safety training and certifications. Follow all company policies and
procedures; ensure uniform and personal appearance are clean and professional;
maintain confidentiality of proprietary information. Anticipate and address
guests’ service needs. Speak with others using clear and professional
language; prepare and review written documents accurately and completely;
answer telephones using appropriate etiquette. Develop and maintain positive
working relationships with others. Ensure adherence to quality expectations
and standards.

Guest Relations

Actively listen and respond positively to guest questions| concerns| and
requests using brand or property specific process (e.g.| LEARN| PLEASED| Guest
Response| LEAP| MYSTIQUE) to resolve issues| delight| and build trust. Address
guests| service needs in a professional| positive| and timely manner. Assist
other employees to ensure proper coverage and prompt guest service. Welcome
and acknowledge each and every guest with a smile| eye contact| and a friendly
verbal greeting| using the guest|s name when possible.

Thank guests with genuine appreciation and provide a fond farewell.

Anticipate guests| service needs| including asking questions of guests to
better understand their needs and watching/listening to guest preferences and
acting on them whenever possible.

Provide assistance to individuals with disabilities| including assisting
visually| hearing| or physically-impaired individuals within guidelines (e.g.|
escorting them when requested| using words to explain actions| writing
directions on paper| moving objects out of the way| or offering access to
Braille or TDD phones).

Engage guests in conversation regarding their stay| property services| and
area attractions/offerings.


Answer telephones using appropriate etiquette including answering the phone
within 3 rings| answering with a smile in one|s voice| using the callers|
name| transferring calls to appropriate person/department| requesting
permission before placing the caller on hold| taking and relaying messages|
and allowing the caller to end the call.

Speak to guests and co-workers using clear| appropriate and professional

Provide assistance to coworkers| ensuring they understand their tasks.

Talk with and listen to other employees to effectively exchange information.

Discuss work topics| activities| or problems with coworkers| supervisors| or
managers discreetly and quietly| avoiding public areas of the property.

Exchange information with other employees using electronic devices (e.g.|
pagers and two-way radios| email).

Prepare and review written documents (e.g.| daily logs| business letters|
memoranda| reports)| including proofreading and editing written information to
ensure accuracy and completeness.

Assists Management

Assist management in screening resumes| conducting interviews and selecting
new hourly hires using selection tools and systems.

Ensure that hourly employees are trained on company core values| job roles|
responsibilities| and technical and service aspects of the job.

Assist management in establishing and communicating goals| performance
expectations| timetables and deadlines for shift or departmental operations to
hourly employees and ensure that they are understood.

Assist management in preparing and conducting performance reviews of hourly

Assist management in counseling hourly employees on work related concerns and
issues to ensure satisfaction and productivity.

Assist management in preparing work schedules of hourly employees.

Serve as a departmental role model or mentor by working alongside employees to
perform technical or functional job duties.

Encourage and motivate employees to perform their best| take responsibility
for tasks and assignments| make decisions and provide input on possible

Listen to hourly employees| suggestions for improving how work is done and how
guests are served| gaining management support as needed to act upon

Serve as hourly employees| first point of contact as part of the Guarantee of
Fair Treatment/Open Door Policy process.

Coordinate tasks and work with other departments to ensure that the department
runs efficiently.

Assist management in establishing and communicating goals| performance
expectations| timetables and deadlines for shift or departmental operations to
hourly employees and ensure that they are understood.

Assign and ensure work tasks are completed on time and that they meet
appropriate quality standards.

Assist management to ensure that hourly employees have the necessary resources
to effectively perform their jobs (e.g.| supplies| equipment| and inventory).

Coach and develop employees (e.g.| create expectations for continual
improvement| provide challenging tasks and assignments| hold development
discussions| and construct and execute development plans).

Serve as hourly employees| first point of contact as part of the Guarantee of
Fair Treatment/Open Door Policy process.

Assist management in preparing payroll of hourly employees (e.g.| ensure
accuracy| adjustments| and distribution).

Collaborate with management to develop and carry-out ideas and procedures| and
set goals to continuously improve department performance around guest and
employee satisfaction scores.