Rooms Controller

JOB PURPOSE:  The Rooms Controller plays a critical role in ensuring the smooth and efficient operation of the hotel’s room inventory. This position serves as the central liaison between the Housekeeping, Front Office, and Reservations departments, coordinating the status and distribution of all guest rooms. The Rooms Controller ensures that rooms are properly allocated and ready for guest arrivals while ensuring guest requests are communicated and fulfilled and maximizing occupancy and guest satisfaction.

ESSENTIAL JOB FUNCTIONS:

Maintain thorough knowledge of all room types, features, and availability.

Block and pre-register all arriving reservations in alignment with occupancy and guest preferences.

Oversee room inventory daily and implement effective room blocking strategies.

Review and execute pre-registration procedures to ensure a seamless arrival experience.

Review group resumes and manage group blocking accordingly.

Attend Revenue Management meetings when applicable

Assist with developing sell-out night strategies.

Handle in-house reservation inquiries and requests with accuracy and efficiency.

Be thoroughly familiar with hotel occupancy trends and forecasting tools.

Understand all reservation packages, promotions, and special booking procedures.

Maintain expertise in the hotel’s PMS and CRS systems, with a strong working knowledge of Opera.

Understand and apply rate plans, rate codes, and hotel rate strategies when adjusting or offering alternatives to guests.

Maintain full knowledge of all third-party offers, including how to access partner websites, and verify rate details.

Deliver personalized, memorable guest experiences using the Power of One service philosophy.

Actively engage with guests, anticipating needs and exceeding expectations at every opportunity.

Handle guest requests and concerns promptly, using effective follow-up and the service recovery process.

Understand Select Guest, VIP procedures, and other loyalty programs.

Remain knowledgeable of all hotel amenities and services

Aid guests in locating hotel areas or services—walk guests to their destination when possible.

Be familiar with local attractions, businesses, and key points of interest to assist guest inquiries.

Understand the policies and procedures of Housekeeping, Reservations, and Front Office departments.

Provide support to the Front Office team as needed, assisting with daily operations to ensure a seamless guest experience.

Collaborate effectively with departments including Ideal Services, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering, and Purchasing.

Train new associates on Room Controllers procedures, systems, and service standards.

Be fully versed in all check-in and check-out procedures, AM/PM checklists, and cash handling processes.

Maintain proper phone etiquette; answer all calls with a warm, professional tone.

Understand the importance of guest feedback and Medallia scores; contribute to continuous improvement initiatives.

Execute all Moments of Service consistently across Front Office, Guest Services, and Ideal Services.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.

Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.

Perform other duties and special projects as assigned by the management team.

QUALIFICATIONS:

Two years experience in a similar position or Front Office operation preferred.

Excellent customer service and problem solving skills.

Must have strong communication, analytical, computer and organizational skills.

Prior hotel front office experience required.

Maintain a professional business appearance, attitude, and performance.

Must be able to work a variety of shifts, including weekends and holidays.

Physical requirements: move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance; stand or walk for extended periods or entire shifts; perform repetitive motions, including extensive use of telephone and computer systems.

ENVIRONMENT & POSITION ANALYSIS

Stand, walk or sit for an extended period or for an entire work shift.  Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.