Guest Experience Controller

About the role

This full time position has a hourly compensation rate of $38.00 an hour.

Responsibilities

• Manage daily room assignment process to ensure guest preferences and operational requirements are met.
• Cook up with Housekeeping and Front Office teams to prioritize room readiness based on arrival patterns and VIP needs.
• Maintain accurate records of room inventory, out-of-order rooms, and special blockings.
• Apply dynamic selling strategies to match guest preferences with room availability.
• Collaborate with Front Office and Revenue teams to align on upgrade targets and performance goals.
• Act as liaison between Reservations, Front Desk, Housekeeping, and Engineering to support seamless room allocation.
• In-Room Dining Order Coordination:
  • Answer guest calls promptly and professionally, taking orders for in-room dining, amenities, or service requests, and detailed order confirmations.
  • Provide knowledgeable recommendations and anticipate guest needs.
  • Cook accurate delivery with internal departments and ensure timely service.
  • Follow up on guest requests to ensure satisfactions.
  • Input orders accurately into the POS system and coordinate with kitchen and service teams for timely delivery.
  • Monitor order times and follow up to ensure guest satisfaction and prompt resolution of any issues.
  • Update guests on any menu changes, unavailable items, or special promotions.
• Guest Experience & Communication:
  • Respond to guest requests with efficiency, grace, and discretion.
  • Handle VIP and special occasion arrangements, ensuring personalized attention to detail.
  • Ensure all communication between departments regarding room statuses or IRD orders is clear and timely.
• Administrative & System Support:
  • Use Opera or similar PMS to manage room blocking and guest profiles.
  • Utilize POS and dining systems to ensure accurate order entry and guest billing.
  • Maintain records and logs for IRD orders, room readiness, and departmental coordination.

Requirements

• Minimum 2-3 years of experience in front office, reservations, or guest services within luxury hospitality.
• Experience in in-room dining or F&B coordination highly preferred.
• Proficiency in Opera (PMS), POS systems, and Microsoft Office Suite.
• Able to multitask in a dual-function role while maintaining poise and professionalism.
• Strong verbal communication and written skills.
• Availability to work a flexible schedule including weekends, evenings, and holidays.
• Fluency in English; additional languages a plus.

Qualifications

• Exceptional organizational and multitasking abilities.
• Natural communicator with strong listening and problem-solving skills.
• Strong guest service orientation and problem-solving mindset.
• Professional phone etiquette and interpersonal communication skills.
• Ability to thrive in a high-volume, detail-oriented, luxury environment.
• Discretion and confidentiality handling guest preferences and VIP logistics.

Skills

• Exceptional organizational and multitasking abilities.
• Natural communicator with strong listening and problem-solving skills.
• Strong guest service orientation and problem-solving mindset.
• Professional phone etiquette and interpersonal communication skills.
• Ability to thrive in a high-volume, detail-oriented, luxury environment.
• Discretion and confidentiality handling guest preferences and VIP logistics.

Benefits

Not specified.

Pay

$38.00 an hour.

Schedule

Flexible schedule including weekends, evenings, and holidays.