Rooms Controller

The Omni Homestead Resort & Spa

Our employees are what make The Omni Homestead Resort & Spa what it is. Since 1766 theyve helped us offer guests an opportunity to enjoy Southern hospitality at its best. Located in the Allegheny Mountains of Virginia we are a four-season resort that boasts superb restaurant dining experiences championship golf spa winter sports and numerous other activities ideal for families and corporate outings.

The Omni Homestead Resort & Spas associates enjoy a dynamic and exciting work environment comprehensive training and mentoring along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect gratitude and empowerment day in and day out. If you are a friendly motivated person with a passion to serve others the Omni Homestead Resort & Spa may be your perfect match.

The main purpose of the Rooms Controller is to coordinate and organize the hotels guest room inventory. The Rooms Controller will act as a liaison between the Housekeeping Engineering Front Office and Reservations department regarding the status and distribution of all guest rooms. This position will also perform Front Desk Agent dutiesand provide a four-diamond welcome and departure experience to each guest as well as serving as ambassadors throughout the guests stay.

• To be thoroughly knowledgeable of all room types and pricing.
• Be able to offer alternatives when room requests cannot be met

• To block and pre-register all reservations arriving.
• Oversee room inventory and ensure proper blocking strategies are in place
• Work with the engineering and houskeeping team in managing OOO and OOS rooms
• Assist leadership team in managing sellouts
• Review the reservations made yesterday report to block all new reservation requests
• Block all dynamic package rooms (e.g. Patio Fireplaces Connecting Rooms etc.)
• Work with DORM and Loyalty Manager on suite upgrades and suite assignments
• Run the Very Detailed Arrivals daily to ensure all requests have been met
• Block all pet rooms in accordance with the pet policy
• Reviews resume and work with group housing for group blocking.

• Assists with development and execution strategy of sold-out nights.

• Set up accurate accounts for each guest checking in according to their preferences (room type payment etc.)

• Pre-register designated guests and prepare key packets for client retrieval.

• Communicate pertinent guest information to designated departments/personnel (i.e. special requests amenity delivery)

• Familiar with all reservation special packages and procedures such as online check-in.

• Understand Select Guest program and VIP procedures.

• Thoroughly knowledgeable of our PMS and CRS with a broad knowledge of Opera.

• Acquainted with all check-in and check-out procedures and policies.

• Acquainted with the AM and PM checklist.

• Be familiar with guest scenarios and follow-up on all guest requests and concerns effectively adhering to the service recovery process.

• Knowledgeable of all Front Office Guest Services and Ideal Services Moments of Service scenarios and execute to standard.

• Be familiar with all hotel rate plans and rate codes understanding rate strategy when making rate changes for guests.

• Be familiar with all hotel amenities and hours of operation.

• To be familiar with the inter-relationship between the different departments (to include Ideal Services Guest Services Housekeeping F&B outlets Banquets Sales Engineering and Purchasing).

• To be familiar with local attractions and businesses.

• Understand and perform cash handling processes.

• Understand the importance of our Medallia scores.

• Maintain 4 - Star/4 Diamond Standards of guest service.

• Proper phone and radio etiquette; answering the phone and radio with a smile in your voice.

• Aid guests in locating other areas of the hotel (walk them to destination if possible).

• Follow all company safety and security policies and procedures; report accidents injuries and unsafe work conditions; complete safety training and certifications.

• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.

• Be able to place amenity requests

• Be able to place work requests into Alice or Synergy.

• Minimum 6 months hotel front office experience preferred.

• Ability to accurately and efficiently input information into computer systems.

• Ability to work cohesively with co-workers both within and outside of your department.

• Ability to think clearly quickly and make concise decisions.

• Ability to prioritize organize and follow up.

• Developed computer proficiencies OPERA experience a plus.

• Strong organizational skills with the ability to multi-task in a fast-paced environment.

• Ability to handle stressful situations while maintaining a calm and welcoming demeanor.

• Excellent customer service and problem-solving skills.

• Must be able to work a variety of shifts including weekends and holidays.

• Must be able to sit and/or stand for extended periods of time. Requires repetitive motion including utilizing telephone/computer for an extended period or for an entire shift.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplement are available using the following links:EEOC is the Law Posterand the following link is theOFCCPs Pay Transparency Nondiscrimination policy statement

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position please send an email to.