Rooms Controller

6 months ago

Surrey, Canada Sheraton Vancouver Guildford Hotel Full time

The Sheraton Vancouver Guildford Hotel is one of Surrey's premier hotels. It is situated on the gateway to Vancouver, overlooking the Coastal Mountain range and the beautiful Fraser Valley. With 279 newly renovated guest rooms, 18 meetings rooms totaling 26,000 square feet, our space offers the utmost flexibility to fit the needs of our guests.

At Sheraton hotels, we create a welcoming place for our community to gather. Sheraton sees the world through the lens of community.

**Together, we are better**. Every one of us is critical to the success of our hotel's larger mission. It is the energy of the collective that fuels us, unites us, and brings us together. We believe in the **Power of We**.

Be inspired by what’s possible and discover your own future. Be challenged, grow and achieve your ambition. At Marriott, be yourself. Begin your purpose, belong to a global community, and become the best version of you. At Marriott..**Be you**.

We are looking to grow our teams with individuals who share our energy and enthusiasm for creating exceptional guest service and would like to join our dynamic world of hospitality.

**POSITION PURPOSE**

Support and assist the Director of Revenue Management by overseeing the day-to-day balancing of reservations and inventory for sell through.

**ESSENTIAL FUNCTIONS**:

- Manage/balance inventory across multiple systems and ensure property inventory fully balanced in each system.
- Assign rooms according to guests’ requests and preferences whenever possible.
- Make and confirm reservations and cancellations, perform duplicate reservations checks.
- Review out of order rooms daily, sync out of order rooms between different systems, communicate between departments to minimize disruptions caused by out of order inventory.
- Review all Group & Tour projections in CI from Sales once contract goes Definite.
- Coordinate with Sales Managers, to ensure accuracy of Group & Tour Actualizations and conduct One Yield Supply maintenance.
- Work with the Sales Team to determine whether to accept rooms above block, pre/post nights.
- Attend daily / weekly / ad hoc projection meetings.
- Run daily reports.
- 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.

**CRITICAL TASKS**

**Policies and Procedures**:

- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Protect the privacy and security of guests and coworkers.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.

**Guest Relations**:

- Address guests' service needs in a professional, positive, and timely manner.
- Assist other employees to ensure proper coverage and prompt guest service.
- Thank guests with genuine appreciation and provide a fond farewell.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific
- 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.
- Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- 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).

**Communication**:

- 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 language.
- Talk with and listen to other employees to effectively exchange information.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- 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**:

- Coordinate tasks

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