Front Office Room Controller

2 days ago

Muscat, Muscat, Oman Shangri-La Group Full time
Shangri-La Barr Al Jissah Muscat , Sultanate of Oman

Nestled in between the dramatic backdrop of rugged mountains and the pristine waters of the Sea of Oman, Shangri-La's Barr Al Jissah Resort and Spa is set on 124 acres of stunning scenery and home to three spectacular hotels: the family orientated Al Waha comprises 262 rooms, the diverse Al Bandar comprises 198 deluxe rooms and the luxurious and most exclusive Al Husn has 180 elegantly appointed guestrooms and suites. The resort also features 22 Food and Beverage outlets, 1,056 sqm ballroom with 8 breakout rooms, wide variety of recreational facilities, and a spa with 12 treatment villas.

Job Purpose

To efficiently manage daily room assignments, optimize room inventory, and ensure accurate coordination between departments to deliver seamless and personalized guest experiences. The Front Office Room Controller plays a key role in driving guest satisfaction, maximizing occupancy, and supporting the front office operations through strategic planning and attention to detail.

Job Responsibilities
  • Manage and control room inventory to ensure optimal availability and accurate room assignments.
  • Coordinate daily arrivals, departures, special requests, and VIP allocations in collaboration with the Front Office, Housekeeping, and Reservations teams.
  • Monitor and respond to same-day availability, early arrivals, late check-outs, and stay-over requests.
  • Maintain an accurate log of out-of-order/out-of-service rooms, room moves, and blocked inventory.
  • Pre-block rooms according to guest preferences, group requirements, and VIP protocols.
  • Ensure that all reservation notes and special instructions are reviewed and executed prior to guest arrival.
  • Liaise with Housekeeping to ensure room readiness aligns with check-in demand and occupancy forecast.
  • Support the Front Desk team with room change requests, overbooking situations, and guest relocation plans.
  • Provide detailed shift handovers and maintain clear communication with all operational departments.
  • Anticipate potential conflicts in room assignment and resolve issues proactively.
  • Track and analyze room assignment trends to support upselling and guest satisfaction initiatives.
  • Maintain full knowledge of hotel room types, features, and current status at all times.
  • Work closely with the Reservations and Sales departments to manage group blocks, rooming lists, and inventory changes.
  • Ensure accuracy of data in the Property Management System (PMS), including room statuses and guest profiles.
  • Assist with training new front office staff on room assignment protocols and systems.
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