Rooms Controller

The Rooms Controller is the gatekeeper of room inventory and assignments. You'll pre-block arrivals, balance room types, coordinate VIP/ADA/connecting-room needs, and align with Housekeeping and Engineering to return rooms to service quickly-reducing oversells and delivering smooth, on-time check-ins.

Key Responsibilities

• Inventory & Assignments

• Manage daily room inventory and pre-assignments in PMS; balance room types, views, bedded rooms, and connecting rooms to demand and commitments.

• Protect ADA inventory and guarantee policies; manage out-of-order/out-of-service (OOO/OOI) and rush-clean priorities.

• Execute upgrade strategies and paid pre-arrival offers while protecting revenue integrity.

• Pre-Arrival & Day-Of Control

• Review arrivals for special requests, VIPs, loyalty elites, long stays, groups, and early arrivals; stage keys/amenities and note preferences.

• Monitor flight/transport updates and compression; implement overbooking/walk plans per Revenue and leadership guidance.

• House Status Coordination

• Run frequent status checks with Housekeeping/Engineering to prioritize rooms for early arrivals and VIPs; track rooms in queue, rush, and inspection.

• Reconcile room discrepancies (skips, sleep-outs, stayover due-outs) and resolve "Do Not Move" conflicts.

• Groups & Blocks

• Align rooming lists, patterns, and shoulder nights with Sales/CSM; manage cutoffs, wash, and name changes; keep blocks clean and within allotments.

• Reporting & Data Integrity

• Maintain clean profiles and accurate market/source/room-type codes; audit upgrades, comps, and assignment changes.

• Produce daily dashboards: sellable by type, due-in readiness, OOO/OOI impact, oversell risk, and VIP/ADA status.

• Guest Experience & Recovery

• Partner with Front Desk on queue/arrival pacing; assist with complex room moves, relocations, and service recovery.

• Communicate clearly with guests and internal teams regarding expectations and alternatives.

• Compliance & Standards

• Uphold ADA, PCI/privacy, key control, and brand standards; follow documented SOPs for assignments, upgrades, and walks.

Benefits We Offer:

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):

PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.

• 1-3+ years Front Office/Reservations experience (hotel/resort preferred).

• Proficient with PMS (e.g., Opera/Cloud PMS) and Microsoft 365/Google Workspace; CMMS familiarity a plus.

• Strong attention to detail, organization, and follow-through; calm, solutions-oriented communicator.

• Working knowledge of inventory concepts (overbooking, wash, displacement basics) and ADA room categories.

• Flexible availability, including weekends/holidays; reliable attendance.

Physical/Work Conditions

• Primarily desk/computer/phone-based with frequent property walks to verify rooms; stand/walk intermittently.

• Lift/push/pull up to 20-25 lbs occasionally (amenities, supplies).