Rooms Controller of Front Office, The Ritz-Carlton, Almaty

Education/ critical competences: High School diploma/G.E.D. equivalent

Critical tasks: Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

Critical competences: Specific tasks that will need to be completed in order to perform job

1. Ability to enforce hotel's standards, policies and procedures with Front Office staff.
2. Ability to prioritize and organize work assignments, delegate work.
3. Ability to direct performance of staff and follow up with corrections where needed.
4. Ability to motivate staff and maintain a friendly team.
5. Ability to determine departmental training needs and provide such training.
6. Ability to think clearly, analyze and resolve problems exercising good judgment.
7. Ability to focus on details.
8. Ability to suggestively sell available rooms.
9. Ability to input and access information into system.
10. Ability to remain calm and courteous communicating with problem guests or in difficult situations.
11. Ability to show initiative and perform under pressure of any arrivals/departures within any given period of time according to standards.
12. Ability to ensure security and confidentiality of guest and hotel information.
13. Ability to work without direct supervision

Essential job function

1. Show knowledge of:
   1. • All hotel features/services, hours of operation.
      • All room types, numbers, layout, decor, appointments and location.
      • All room rates, special packages and promotions.
      • Daily house count and expected arrivals/departures.
      • Room availability status for any given day.
      • Scheduled in-house group activities, locations and times.
      • All hotel and departmental policies and procedures.
2. Meet with departing Front Office staff/supervisor to review business status and follow up items.
3. Access all function of computer system according to established procedures and standards.
4. Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
5. Check Front Office and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/ organization deficiencies.
6. Ensure that current information on rates, packages and promotions is available at the Front Office and that all staff is knowledgeable on such.
7. Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
8. Ensure that staff reports to work as scheduled. Document any late or absent employees.
9. Coordinate breaks for staff.
10. Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department's standards and delegate these tasks.
11. Conduct pre-shift meetings/line-ups with staff and review all information pertinent to the day's business.