Guest Experience Controller

Description

• Respond to guest requests with efficiency, grace, and discretion.
• Update guests on any menu changes, unavailable items, or special promotions.
• Handle VIP and special occasion arrangements, ensuring personalized attention to detail.
• Apply dynamic selling strategies to match guest preferences with room availability.
• Ensure all communication between departments regarding room statuses or IRD orders is clear and timely.
• Provide knowledgeable recommendations and anticipate guest needs.
• Maintain accurate records of room inventory, out-of-order rooms, and special blockings.
• Maintain records and logs for IRD orders, room readiness, and departmental coordination.
• Manage daily room assignment process to ensure guest preferences and operational requirements are met.
• Utilize POS and dining systems to ensure accurate order entry and guest billing.
• Coordinate accurate delivery with internal departments and ensure timely service.
• Answer guest calls promptly and professionally, taking orders for in-room dining, amenities, or service requests, and detailed order confirmations.
• Follow up on guest requests to ensure satisfactions
• Coordinate with Housekeeping and Front Office teams to prioritize room readiness based on arrival patterns and VIP needs.
• Use Opera or similar PMS to manage room blocking and guest profiles.
• Collaborate with Front Office and Revenue teams to align on upgrade targets and performance goals.
• Monitor order times and follow up to ensure guest satisfaction and prompt resolution of any issues.
• Act as liaison between Reservations, Front Desk, Housekeeping, and Engineering to support seamless room allocation.
• Input orders accurately into the POS system and coordinate with kitchen and service teams for timely delivery.

Requirements

• Proficiency in Opera (PMS), POS systems, and Microsoft Office Suite.
• Fluent in English; additional languages a plus
• Experience in in-room dining or F&B coordination highly preferred.
• Endure various physical movements throughout the work areas
• Exceptional organizational and multitasking abilities.
• Minimum 2-3 years of experience in front office, reservations, or guest services within luxury hospitality.
• Professional phone etiquette and interpersonal communication skills.
• Ability to multitask in a dual-function role while maintaining poise and professionalism.
• Strong verbal communication and written skills.
• Discretion and confidentiality handling guest preferences and VIP logistics
• Ability to thrive in a high-volume, detail-oriented, luxury environment.
• Medium Work: Exerting up to 40 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly moving objects, may occasionally lift and/or move up to 25 pounds
• Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift
• Ability to move safely in uneven terrain or in confined spaces
• Natural communicator with strong listening and problem-solving skills.
• Availability to work a flexible schedule including weekends, evenings, and holidays.
• Strong guest service orientation and problem-solving mindset.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance