Rooms Allocation Coordinator

The Celtic Collection Job Description DEPARTMENT Front Office POSITION Rooms Allocation Coordinator GRADE Team Member REPORTS TO Front of House Manager, Head of Rooms Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager. POSITION OVERVIEW The Rooms Allocation Coordinator is responsible for delivering exceptional guest service throughout the guest journey from pre-arrival through to departure. In addition to reception duties, the role supports room allocation, reservation validation, guest preference management, VIP preparation, payment routing and pre-arrival administration to ensure guests are accommodated in accordance with operational requirements, business priorities and service standards. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. 5. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other. Budgets Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements. Controls Maintains an understanding of the controls in place that monitor performance of the Department. Structure Respects the organisational structure in place and the duties and responsibilities of all team members. Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives. Team Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for escalating any complaints to the Department Manager immediately, providing full details. Is totally familiarised with and complies with all the established Front Office procedures and the Resort’s policies. As a primary objective, greets all guests at any time in a friendly and helpful manner, and attempt to learn and use guests’ names at every opportunity. This is of utmost importance in the corporate goal of providing personalised service. Attends regular department meetings and training programmes. Keeps self-informed of all important notices regarding the business within the Resort. Review daily arrival reports and validate reservation details prior to guest arrival. Allocate guestrooms according to business needs, guest preferences, room suitability, VIP status and operational requirements. Ensure family bookings, linked reservations, parties, long stays and special accommodation requests are allocated appropriately. Coordinate room assignment for guests with special requirements, trace requests and inventory items. Liaise with Housekeeping, Reservations, Guest Services and Duty Managers to ensure room readiness and guest expectations are met. Ensure VIP guests, returning guests and special occasion stays are prepared in accordance with departmental standards. Manage room moves, room blocks and allocation amendments as operational requirements dictate. Review arrivals to ensure all room allocation activity is completed within agreed timelines. Audit future arrivals to ensure guest contact information, stay reasons, guest preferences and profile information are accurately recorded. Review reservations for missing traces, package inclusions and special requests, ensuring all operational actions are communicated to relevant departments. Verify linked reservations, duplicate profiles and party bookings are managed appropriately. Maintain accurate guest history records and ensure data quality standards are met. Assist in identifying and correcting reservation discrepancies prior to arrival. Validate payment instructions and room routing prior to guest arrival. Ensure pre-paid accommodation, corporate billing, third-party bookings and virtual card reservations are processed accurately. Review reservation balances and confirm that payment arrangements align with booking conditions. Support the management of vouchers, package inclusions and promotional offers in line with company procedures. Escalate payment discrepancies and unresolved financial issues to management promptly. Maintain compliance with departmental cash handling, billing and auditing procedures. Coordinate special occasion requests including flowers, amenities, gifts, celebrations and room enhancements. Ensure promotional packages, upgrades and value-added guest experiences are fulfilled correctly. Monitor arrival preparations to ensure a seamless guest experience from pre-arrival through departure. Proactively identify opportunities to personalise guest stays through profile information and guest preferences Training Responsible for attending all required training as scheduled. Leadership Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience. Is present for all briefings and debriefs conducted by the Supervisor on duty. Team Building Responsible for contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the Department Manager including customer feedback, staff feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered and in proposing changes within the department. Innovation Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.