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Omni Nashville Hotel

Rooms Controller

Nashville, TN

Position Description / Responsibilities

To ensure comprehensive knowledge of all room types, block and pre-register arriving reservations, oversee room inventory, and implement proper blocking strategies. Train new associates and manage pre-registration procedures on weekdays, including weekends when scheduled. Handle in-house reservations inquiries, review group blocking resumes, attend Revenue Management meetings, and assist with developing sold-out night strategies. Regularly check the Front Office cancellation email, understand hotel occupancy trends, and be familiar with reservation packages and procedures.

Know the Select Guest/GHA program, VIP procedures, and the policies of the Housekeeping, Front Office, and Reservations departments. Proficiency in PMS and CRS, particularly Opera, is required. Be acquainted with check-in/check-out procedures, the AM/PM checklists, and protect guest information and room key access per SOPs. Understand the Phone and Alarm System in Ideal Services, guest scenarios, and follow-up effectively, adhering to the service recovery process.

Execute Front Office, Guest Services, and Ideal Services scenarios to standard. Understand hotel rate plans, rate codes, and rate strategy. Know all hotel amenities, such as Wireless Internet, Select Guest Program, GHA Discovery, Laundry Services, and the Omni Kids Program, and facilities, including F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, and Parking Garage. Understand departmental inter-relationships and local attractions and businesses. Perform cash handling processes and recognize the importance of Medallia scores.

Maintain 4-Star/4-Diamond service standards, exhibit proper phone etiquette, and assist guests with directions within the hotel. Follow company safety, security, and general policies; maintain a professional appearance and confidentiality of information. Engage with guests, identify and meet their needs, aiming to exceed expectations, and deliver personalized, memorable experiences using the Power of One.

Position Requirements

  • Two years experience in a similar position or Front Office operation preferred.
  • Excellent customer service and problem-solving skills.
  • Must have strong communication, analytical, computer and organizational skills.
  • Prior hotel front office experience required.
  • Maintain a professional business appearance, attitude, and performance.
  • Must be able to work a variety of shifts, including weekends and holidays.

 

ENVIRONMENT & POSITION ANALYSIS:

  • Stand, walk, or sit for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

 

TOOLS & EQUIPMENT:

  • Desktop computer (Opera, GoConcierge, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, push to talk radio, scanner.

Application Instructions