ADDITIONAL INFORMATION

Job Number25072923
Job CategoryRooms & Guest Services Operations
LocationSt. Pancras Renaissance Hotel London, Euston Road, London, England, United Kingdom, NW1 2AR
ScheduleFull Time
Located Remotely?N
Position Type Non-Management
Description for Internal Candidates

POSITION SUMMARY

Everything is connected one way or another. The trick to success is to master the art of coordination. Excellent communication skills to mediate between Housekeeping and Front Office, ensuring a smooth run of every shift. A Rooms Controller is the equivalent of a simultaneous translator: they take information from a busy Front Office and make sure Housekeeping are on top of what it takes to deliver quick and effective service for all guests..

Responsibilities: Here’s what your journey with us entails

• Knowledge of overall hotel operations is essential for this role.
• Knowledge of Front Office basic procedures such as check-in, check-out, rooming, and telephone etiquette is expected.
• Knowledge of room types, room rates and how to build them is essential (training will be provided).
• Sound use of Opera PMS, MARSHA (training will be provided), Empower platform, Nor1 upgrade system and be familiar with TSA upselling programme.
• Knowledge of Microsoft Office programmes, Word, Excel, Power point etc.
• Strong organizational skills, to be able to have control of the rooms and multitask across different platforms (Mobile check-ins, queue rooms, departures).
• Be in control of the hotel inventory, recognising when to open or close room types, room rates.
• Flexibility to cover Front Desk shifts during peak business periods.
• Contact appropriate individual or department (e.g., Guest Experience, Front Desk, Housekeeping, Engineering, Loss Prevention) as necessary to resolve guest call, request, or problem.
• Attend and actively participate in all required training sessions including shift briefings. There will be regular knowledge tests to be sure your knowledge is where it needs to be in a five-star environment.
• Work as a strong and committed team member and colleague, as well as proactively nurture all relationships.
• Support all new team members by sharing knowledge, experiences, St Pancras Stories.
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Perform other reasonable job duties as requested by Supervisors.

QUALIFICATIONS:

• Exceptional interpersonal and communication skills with the ability to interact effectively at all levels.
• Previous experience in customer service is preferred.

WHAT IS IN IT FOR YOU:

In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
• Pension scheme participation.
• Life Assurance coverage.
• Annual Performance Review pay adjustments.
• Complimentary gym and spa access.
• Free St. Pancras Experience for you and a guest, including breakfast.
• Free meals while at work.
• Dry-cleaning service availability.
• Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.
• 50% discount at any of the St Pancras outlets.
• Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.
• Travel ticket season loan.
• Cycle to work scheme.
• Employee Assistance Programme access.
• Comprehensive Training and Development programme participation.
• Awards and recognition celebrations, among many other benefit

Join Our Team: Ready to be part of a dynamic team dedicated to shaping the future of luxury hospitality? If you thrive in a fast-paced environment and are passionate about making a difference, we want to hear from you.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We’re looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you

• Knowledge of overall hotel operations is essential for this role.
• Knowledge of Front Office basic procedures such as check-in, check-out, rooming, and telephone etiquette is expected.
• Knowledge of room types, room rates and how to build them is essential (training will be provided).
• Sound use of Opera PMS, MARSHA (training will be provided), Empower platform, Nor1 upgrade system and be familiar with TSA upselling programme.
• Knowledge of Microsoft Office programmes, Word, Excel, Power point etc.
• Strong organizational skills, to be able to have control of the rooms and multitask across different platforms (Mobile check-ins, queue rooms, departures).
• Be in control of the hotel inventory, recognising when to open or close room types, room rates.
• Flexibility to cover Front Desk shifts during peak business periods.
• Contact appropriate individual or department (e.g., Guest Experience, Front Desk, Housekeeping, Engineering, Loss Prevention) as necessary to resolve guest call, request, or problem.
• Attend and actively participate in all required training sessions including shift briefings. There will be regular knowledge tests to be sure your knowledge is where it needs to be in a five-star environment.
• Work as a strong and committed team member and colleague, as well as proactively nurture all relationships.
• Support all new team members by sharing knowledge, experiences, St Pancras Stories.
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Perform other reasonable job duties as requested by Supervisors