Rooms Controller

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A luxury hotel chain in Kuala Lumpur seeks a dedicated individual for guest services. Key responsibilities include verifying billing, handling room changes, and coordinating with housekeeping. The ideal candidate should possess strong communication skills and be proficient in the local language, with English as an advantage. This role is vital for ensuring guest satisfaction and smooth operations within the hotel.

Qualifications

• Speak local language; proficiency in English is a plus.
• Possess self-transportation.
• Strong communication skills are essential.

Responsibilities

• Verify and adjust Group billing to ensure accuracy.
• Handle and track room changes effectively.
• Coordinate with Housekeeping for room readiness.

Skills

Communication skills

Problem-solving abilities

Customer service

Job description

• Verify and adjust Group billing and PM Account to ensure accuracy, process payments, and complete necessary paperwork.
• Activate room keys and ensure valid payment is received before issuing keys.
• Identify and resolve related issue to room types, bedding, views, or size to avoid overbooking.
• Assign rooms according to guest preferences and requests (e.g., room types, view, accessibility needs) whenever possible.
• Block rooms in the system, ensuring that guest requests, special requirements, VIP status, early arrivals, and guest recognition are accounted for.
• Handle and track room changes , ensuring that room transfers, early check-outs, or late check-outs are coordinated with relevant departments.
• Pre-register designated guests and prepare key packets for smooth check-ins.
• Confirm reservations and cancellations and make necessary adjustments to the reservation system.
• Coordinate with Housekeeping to track the status of rooms for check-in, including reporting guest concerns regarding room cleanliness or maintenance.
• Accommodate requests for room changes based on guest needs or preferences, while managing room availability effectively.
• Keep track of changes in room status (e.g., late check-out, room transfers) and ensure Housekeeping and Front Desk are informed.
• Run daily reports including IHG Guest Arrival Reports , review reservation details, and follow up with guests to ensure all requests and problems are addressed to their satisfaction.
• Perform duplicate reservation checks , ensuring no errors or overlaps in the system, and make necessary adjustments.
• Maintain constant communication with other departments , including Front Desk, Housekeeping, and Sales, to coordinate room availability and guest requests.
• Attend Group Resume meetings weekly to review group reservations, special requests, and room assignments.
• Ensure out-of-order and out of service rooms are reviewed daily, determining their status and estimated date for return to inventory.
• Review late check-out requests and approve based on occupancy, ensuring proper room allocation.
• Coordinate with Sales and Marketing for group bookings and special room assignments.
• Review market codes and rates , ensuring they align with room types, and document any exceptions with explanations.
• Clear departures in the system to ensure rooms are properly accounted for and updated in the inventory.
• Welcome and acknowledge all guests according to IHG standards, addressing their service needs with anticipation and professionalism.
• Record and relay guest messages accurately and legibly, ensuring prompt delivery and follow-up.
• Assist individuals with disabilities and ensure they receive appropriate accommodations and attention.
• Adhere to company policies and procedures , maintaining a professional appearance, confidentiality, and cleanliness at all times.
• Ensure uniform and personal appearance meet the standards of the hotel.
• Communicate with clarity and professionalism —speak with others using clear language, prepare and review written documents accurately, and answer phones using appropriate etiquette.
• File guest paperwork and documentation, maintaining an organized system for easy access and reference.
• Track guest preferences and maintain a record of special requests to ensure all future stays are as personalized as possible.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction, enhancing the guest experience.
• Perform administrative duties as requested, including creating reports, managing data, and updating systems.
• Ensure the accurate tracking and recording of room status in the system, including changes such as early check-outs, late arrivals, and other special requests.
• Coordinate with Housekeeping to ensure the readiness of rooms for check-in and handle guest concerns effectively.
• Serve as a role model within the department, offering guidance and support to other team members, particularly during peak periods.
• Promote teamwork and quality service , developing and maintaining positive relationships with other departments to ensure guest satisfaction.
• Assist other departments as needed, particularly Front Desk and Housekeeping, during busy or peak periods.
• Support departmental goals , ensuring the team reaches common objectives and maintains high standards of service.
• Follow safety procedures , reporting all incidents in accordance with company policy.
• Ensure confidentiality of proprietary information , protecting both guest and company assets.
• Ensure secure handling of guest payment information , including credit card details and other personal data.
• Perform ad-hoc duties and assist with unexpected tasks as requested by Supervisors or management.
• Act as a liaison for any emergency or special circumstances, ensuring that issues are resolved quickly and effectively.

What We Need From You

• Speak local language. English language skill both written and verbal is a plus.
• Having self-transportation is an advantage.
• Communication skills are utilized a significant amount of time when interacting with clients and the guests.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.