Rooms Controller

The Rooms Controller plays a critical role in ensuring efficient room allocation, smooth guest arrivals, and accurate reservation management. By collaborating closely with the Front Office team, this role directly influences guest satisfaction, operational flow, and revenue management during high-demand periods.

HOW YOU’LL SHAPE THE EXPERIENCE & FUTURE

• Lead and support Guest Service Agents in delivering seamless guest check-in experiences.
• Proactively block and pre-register suites and rooms in the PMS according to guest requests.
• Assign VIPs strategically in alignment with sales, events, and management priorities.
• Communicate oversells, special accommodations, and challenges to the front desk and leadership.
• Protect blocked rooms during sold-out periods to safeguard future arrivals.
• Audit reservations on group and tour resumes to confirm accuracy in billing and room blocks.
• Attend Daily Business Review meetings to stay aligned with business trends and bookings.
• Verify billing details for third-party payments, group blocks, and credit card authorizations.
• Respond promptly and professionally to guest requests, resolving issues or escalating as needed.
• Partner with engineering and housekeeping to maintain accurate out-of-order and out-of-service room records.
• Other duties as assigned.

KEY STRENGTHS FOR SUCCESS

• Strong attention to detail with ability to manage multiple priorities.
• Clear and professional communication skills (verbal and written).
• Problem-solving and service recovery skills with guest-first mindset.
• Ability to collaborate effectively across departments.
• Proficiency in property management systems (PMS).
• Calm, professional demeanor under pressure.

PROFESSIONAL EXPERIENCE

• Minimum 6 months of experience in a hotel rooms division or front office role.
• Previous exposure to room assignments, reservations, or guest service preferred.

ACADEMIC BACKGROUND

• High school diploma or equivalent required.

Benefits

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with match
• Employee discounts
• Paid vacation & sick time

Pay Rate: $18/hour