Room Controller

Job description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

 

The Room Controller is responsible for the overall operation of the Back Office support team including room control, preparation for arrival and departure as well as guest profile database maintenance. He / she must be fully conversant with the technicalities of workflow, in line with Hilton and hotel policies and procedures.  

 

What will I be doing? 

As the Room Controller, you will be responsible for performing the following tasks to the highest standards: 

• Complete knowledge of operational systems in the Front Office and Hilton standard operating policies and procedures. 

• Complete knowledge of Hilton’s programmes e.g. SALT, Enrolment.  

• Build relationships with guests to delight and gain loyalty. 

• Maintain and enforce quality standards and procedures from guests’ pre‐arrival, to guests’ arrival, guests’ in‐house stay to guests’ departure.  

• Maintain the Back Office support team’s operation and workflow to maximize guests’ satisfaction.  

• Monitor all Front Office team members to ensure that hotel policies and procedures are adhered to.  

• Identify needs, problems and issues and formulate training curriculum.  

• Maintain a positive and highly motivated working environment that promotes teamwork.  

• Maintain communication tools and channels for the dissemination of information and workflow in the section. 

• Manage rooms control processes and prepare for arrival and departure.  

• Manage the hotel’s guest database and maintain the integrity of the central information database.  

• Ensure that Front Office team members achieve consistency in standards, service excellence, product knowledge and technical skills. 

• Ensure the highest level of safety and security by facilitating effective training programmes, delivering a high degree of awareness amongst team members.  

• Maintain personal presentation to hotel and Hilton standards. 

• Adhere to the hotel’s security and emergency policies and procedures. 

• Carry out any other reasonable duties and responsibilities as assigned. 

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice. 

What are we looking for? 

A Room Controller serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: 

• Minimum 2 years of Front Office working experience in a 5-star international branded hotel. 

• Familiar with computer systems. 

• Fluent in verbal and written English to meet business needs. 

• Good communication, organization and coordination skills. 

• Team player with a strong sense of responsibility and self-motivation. 

• Able to work under great physical and mental pressures. 

• Able to maintain excellent relations with team members.                                                                                

• Able to work flexible hours. 

 

What will it be like to work for Hilton? 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!