Rooms Controller

About the Role

The Rooms Controller is the behind-the-scenes strategist ensuring the right guest is in the right room at the right time—protecting inventory, maximizing revenue, and keeping Operations running smoothly. This role blends detective work, strategy, air-traffic control, and hospitality magic to manage daily room inventory, assignments, availability, VIPs, premium rooms, group blocks, out-of-order rooms, upgrades, and all details that shape the guest experience. You’ll collaborate with Housekeeping, Engineering, Convention Services, Sales, Reservations, Front Office, and others to keep inventory accurate, solve problems proactively, and make the hotel operate seamlessly.

Responsibilities

• Own the room inventory, managing it like a chessboard to balance occupancy, maximize revenue, and fill one-night gaps.
• Know every room type, location, feature, quirk, and premium opportunity to answer questions like, “What’s the difference between these two rooms?”
• Keep Out of Order rooms truly out of service by coordinating with Housekeeping and Engineering and ensuring Opera reflects reality.
• Own the VIP experience by setting up reservations, communicating requests, and ensuring Housekeeping and Engineering meet expectations before arrival.
• Coordinate premium room assignments, upgrades, and special accommodations while balancing guest satisfaction and revenue.
• Act as a service-recovery radar, partnering with Lobby Ambassador, Housekeeping, and MRKT to turn potential “meh” experiences into memorable ones.
• Recognize repeat guests and loyalty members to ensure they receive earned recognition.
• Review Canary upsell requests daily, maximize approved opportunities, and ensure revenue capture when guests accept upsells.
• Coordinate with Housekeeping on room availability, early arrivals, late departures, and timing-sensitive details.
• Monitor and resolve room discrepancies by working with departments to uncover what’s really happening—not just what Opera reports.
• Adjust room inventory strategically throughout the day as occupancy, arrivals, departures, groups, and guest needs evolve.
• Plan room orders and inventory strategy proactively to avoid overselling while allowing deep cleaning and preventative maintenance.
• Ensure group, catering, and room block resumes match Opera records to prevent discrepancies and guest dissatisfaction.
• Coordinate with Conference Services and the Group Rooms Coordinator to make large group arrivals and departures seamless.
• Own the oversell plan by notifying Reservations of major oversells and developing resolution plans in consultation with FOMs.
• Process payments, deposits, and reconcile daily cash and credit transactions accurately.
• Maintain accurate guest account records, reports, and documentation.
• Adhere to hotel policies, procedures, security protocols, and all applicable standards.

Qualifications

• High school diploma or equivalent required; previous hospitality or customer service experience preferred.
• Strong communication and interpersonal skills for frequent collaboration.
• Ability to anticipate problems before they become emergencies.
• Talent for juggling multiple priorities in a fast-paced, high-volume hotel environment.
• Excellent organization and follow-through—“I forgot” is not an option.
• Ability to remain calm when inventory, groups, guests, and schedules demand attention simultaneously.
• Commitment to maintaining confidentiality regarding guest, group, and hotel information.
• Basic computer skills and comfort learning hotel technology; Opera experience is a plus.
• Strong multitasking and prioritization skills.
• Professional appearance and demeanor.
• Flexibility to work evenings, weekends, holidays, and occasional unpredictable days.

Physical Demands & Work Environment

• Ability to stand for extended periods, including up to 8 hours or more.
• Perform repetitive motions such as typing and reaching.
• Frequent use of computers and telephones.
• Occasional lifting or handling of luggage, supplies, or other items weighing up to 25 pounds.
• Work primarily in a busy hotel lobby environment with frequent guest interaction, competing priorities, occasional high noise levels, and dynamic demands.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

Pay

$24.00 per hour.