IHG® Hotels & Resorts is one of the world’s leading hotel companies, with a promise to provide True Hospitality for everyone. As one of the world's largest upscale brands, we have properties located in major urban centres, gateway cities and resort destinations all around the globe.
Be part of Fiji's globally anticipated new resort. At Crowne Plaza Hotel & Resorts, we support colleagues in delivering an unscripted approach to service that encourages warm, engaging interactions between the hotel team and guests. In our hotels you'll find a team who are people-first, professional and inclusive.
If you are confident, positive, inventive and love to connect and collaborate you'll feel at home and excel at Crowne Plaza.
What is the job?
We are looking for passionate people who are charming, confident and internationally minded being our next Rooms Controller at the Crowne Plaza Fiji Nadi Bay Resort & Spa.
Just like our hotels, no two colleagues are the same. We’re curious about you. How will you inspire the eclectic rhythm in our hotel? The Rooms Controller oversees the efficient operation of the Front Office department in allocating guest rooms to accommodate guest needs. This person will be responsible for verification of reservations, online bookings, and rooming lists. Maintain ongoing communication with reservations ensuring all operational standards are met including brand standards, audit requirements and overall guest satisfaction.
A little taste of your day-to-day:
- Reporting to the Rooms Division Manager, every day is different, but you’ll mostly:
- Ensure that all rooms are allocated accordingly to maximize on sale of upgrades and reduce on complimentary upgrades through accurate allocation.
- Liaise with Reservations to see “no show” bookings charged accordingly.
- Up to date knowledge of resort offerings to actively cross-sell F&B outlets & spa to guests.
- Seize all opportunities to enroll guests into One Rewards Program.
- Ensure transparent communication between Front Office and Housekeeping teams.
- Demonstrate key service brand behaviors and lead by example.
- Understand and live IHG brand values and use them as a guidance in daily interactions and decisions.
- Promote team work and quality service through daily communication and coordination with other departments.
- Be thoroughly aware of arrivals and departures of each day with emphasis on VIP’s, One Reward Members, and group movements.
- Handling room allocations ensuring that all special requests are accommodated.
- Coordinating with ISC team to ensure all rooms are ready according to guest arrival time.
- Maintaining proper log of ‘queue’ rooms to ensure that waiting time doesn’t exceed 1 hour.
- Coordinating with Groups & Events Executive for group arrivals.
- Ensuring VIP amenities are delivered to guest room prior to guest arrival.
- Assisting Reservations team with balancing inventory during overbooking period.
What we expect from you:
- Proficient in the use of Microsoft Office and Front Office System.
- Problem solving, motivating, organizational and training abilities.
- Fluent in both spoken & written English required.
- Communication skills – guests and colleagues will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
- Literate and tech-savvy - you’ll need a good grasp of reading, writing and computers.
- Flexibility - night, weekend and holiday shifts are all part of the job.
- You’ll have a Hospitality and/or Tourism Diploma or qualification.
- Experience - ideally you’ll have spent at least two years in a front desk or guest service position in a 5 star property.
- Ability to work independently and within a team environment.
- Perform other duties as requested by Management.
- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
How do I deliver this?
There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.
What we offer
In return we'll give you a competitive salary package including, free transfers within the Nadi area to the resort and back, food and beverage discount, discounted room rates worldwide and the opportunity to progress your career with IHG®.
Most importantly, we'll give you the room to belong.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer.
IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.
So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests. E-mail a letter of application and résumé in the first instance to [email protected] by 1600hrs, Monday 19th August, 2024.
