Rooms Controller – Aloft London Excel


Job Number 19073817
Job Category Rooms and Guest Services Operations
Location Aloft London Excel| One Eastern Gateway| London| Greater London|
United Kingdom
Brand Aloft Hotels
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Aloft Hotels we’re wired for next generation travelers who love open
spaces| open thinking| and open expression. Aloft provides a space where style
is necessary| social scenes are vibrant| and where the only direction is
forward. Our guests are tech savvy and confidently social| with an eclectic
style they’re not afraid to show. We understand what our guests need| so we
provide an affordable option for the tech-savvy design guru. We’re looking for
innovative self-expressers who aren’t afraid to draw outside the lines. If you
are someone who appreciates tech-forward features and vibrant social scenes|
then we invite you to explore a career with Aloft Hotels.

Job Summary

Pre-block rooms for all arrivals| with considerations of the estimated time of arrivals| personal guest preferences and stay history. Focus on Elite members and other VIP guest

Allocate room upgrades based on availability| balancing upsell opportunities with prioritization of preferred rooms/room types for Elite members

Review special requests on reservations and coordinate with other related departments to anticipate and fulfill the ask/s| e.g. feather-free request| honeymoon or VIP setup

Ensure all special occasions stay information (e.g.| birthday| anniversary| wedding couples| etc.) are taken note of and preferences are complied with and executed

Prepare same day reservations (day use| lay over| etc.) and print registration cards| as well as executing any related PMS updates (e.g. routing instructions| etc.)

Communicate and align with Revenue management leader and Front Office Manager on same-day sell/upsell strategy

Review and manage guestroom inventory for same-day sales to maximize yield and occupancy

Act as the main point of control for saleable rooms in conjunction with Revenue| Front Desk| Housekeeping and Engineering teams

Review arrival reports and communicate effectively to the Housekeeping department for proper room assignment process

Monitor the percentage of vacant clean rooms based on arrival patterns to ensure that there are adequate vacant clean inspected rooms to manage arrival patterns

Ensure pre-blocked rooms are released as “Vacant-Clean-Inspected” (VCI) by Housekeeping and ready prior to guest reservations with ETA

Follow up and liaise on Item Inventory procedure with Housekeeping

Coordinate with Housekeeping and Engineering teams to review and release on time the out-of-service and out-of-order rooms that were blocked for Rooms Preventive Maintenance (RPM)

Constantly keep track of changes in arrival patterns and room status (e.g. early check-out| late check-out| room change| unexpected stay-over| walk-ins| etc.) and communicate with Housekeeping

Manage and coordinate sold out and overbooking situations

Handle inventory balancing and error log review of PMS and Reservation systems

Be responsible of monitoring and taking care of the Mobile Guest Service Control Panel

Review the panel to process mobile check-in requests| prepare room assignment according to the arrival time and pre-register with keys

Review the panel to process the mobile check-out requests| perform check-out on the PMS system and follow up with e-folios sending to guests

Coordinate with sales or events departments to obtain group arrival and departure information

Attend weekly Group Resume meetings as assigned by the Supervisor

Prepare and organize the group arrivals and departures by communicating with Guest Services/Bell| Housekeeping and Front Desk teams to ensure flawless check-in and check-out experiences

Responsible to handle all group-related guest experience requests with Events Manager and group billing arrangements with Credit Manager

Prepare all designated Elite members and VIP arrivals by preparing registration card| key packet and room keys. Ensure keys are working until departure date and time| esp. if late check-out has been committed in advance with the reservation

Follow up and action on all same day traces in the PMS report for arriving guests

Review and prepare for early check-in| express and late check-out requests from guests and provide guidance to the associates based on occupancy and arrival patterns

Follow up on 3rd party payments and pending accounts and Paymasters with necessary stakeholders involved

Review of daily rate checks and fix any possible rate variances

Take responsibility with Front Office supervisor on duty for credit risks guests

Liaise with Housekeeping to prepare showrooms for sales & marketing needs

Follow up on Missing Stay and Loyalty certification processes

Print daily contingency shift report