Rooms Controller & Front Desk Agent

About the role

Fairmont Breakers is a historic Long Beach waterfront hotel restored to its original grandeur, offering 185 boutique rooms and suites, a rooftop pool and terrace, an open-air lounge with Pacific views, a two-story spa and fitness center, dining venues including a live jazz club, and 10,000 square feet of indoor and outdoor event space.

Responsibilities

• Deliver professional, friendly, and engaging guest service.
• Provide informative and helpful information about hotel facilities.
• Greet guests upon arrival with a warm welcome; register guests in the system and verify reservation and credit details to meet LQA/Forbes standards.
• Maintain accurate guest account records; settle accounts at departure while adhering to service standards.
• Conduct self-audits on luxury standards and participate in team audit reviews.
• Create personalized guest experiences.
• Select and block rooms, book same-day reservations, pre-register guests as needed, and occasionally escort guests to rooms.
• Issue keys and post miscellaneous charges; accept payments at registration and checkout.
• Maintain a house bank; make daily deposits and accurate receipt reports.
• Follow cash handling procedures and ensure guest folios are accurately billed before departure.
• Respond to guest text messaging and manage guest correspondence before, during, and after stay.
• Address guest concerns promptly and offer appropriate resolutions.
• Promote hotel facilities and identify up-selling opportunities.
• Communicate with Housekeeping, Maintenance, Guest Services, and other departments to fulfill guest requests.
• Promote and enroll guests in the loyalty program upon arrival.
• Follow the daily Front Office checklist and department policies, procedures, and service standards.
• Answer inquiries about hotel services, facilities, hours, events, activities, and promotions.
• Work with Guest Relations to provide local dining and activity information.
• Handle mail, packages, and facsimiles.
• Create reservations for guests at the desk or after-hours callers.
• Coordinate luggage handling with Guest Services and assist Bell Desk and Valet teams as needed.
• Assist coworkers with payments or petty cash as required.
• Follow all safety policies, maintain regular attendance, and attend required training and meetings.

Rooms Control Responsibilities

• Complete the Rooms Control checklist and maintain accurate room inventory and reservation information.
• Review current and upcoming arrivals; identify reservations requiring special handling or follow-up.
• Verify that new reservations have accurate guest requests, traces, amenities, vouchers, and pre-arrival requirements entered.
• Review Front Office traces to ensure early check-in requests and other time-sensitive arrival needs are blocked, prioritized, and communicated.
• Complete the package/add-on report for upcoming arrivals; ensure traces, checkout times, and guest requests are entered.
• Monitor amenity requests and ensure rooms are appropriately blocked and coordinated with relevant departments.
• Review next-day arrivals and prioritize room assignments for suites, designated categories, consortia reservations, connecting or nearby rooms, and special requests.
• Review reservation traces and ensure rooms with guest requests or special arrangements are blocked appropriately.
• Review special-code reservations and assign appropriate rooms; maintain room status information.
• Complete the Arrivals Detailed report for the following day; cross-check reservation, profile, VIP, loyalty, preference, trace, and satisfaction information.
• Identify and resolve discrepancies between reservation/profile information and arrival reports; escalate issues when necessary.
• Ensure Fairmont Fit, package, amenity, and guest preference requests are accurately entered and communicated.
• Assign rooms and apply appropriate room status or internal notes for designated arrival categories.
• Monitor occupancy levels and maximize available inventory when thresholds are reached.
• Update the VIP report with new VIPs, changes, and cancellations for the following day.
• Review Front Desk and Folio inboxes and follow up on outstanding items affecting arrivals, room assignments, or guest experience.
• Communicate closely with Housekeeping regarding room readiness, priority rooms, discrepancies, and arrival changes.
• Maintain clear and timely communication with Front Office, Housekeeping, Guest Services, Reservations, and other departments regarding room readiness and guest needs.
• Prioritize tasks based on occupancy, arrival patterns, VIP status, special requests, room availability, and operational needs.
• Escalate unresolved room-status, reservation, guest-impacting, or inventory issues to Front Office leadership.
• Maintain confidentiality and accuracy when handling guest information, reservation details, profiles, and room assignments.
• Support a seamless transition between Rooms Control and Front Desk, keeping guest service as the primary focus.

Requirements

• Minimum of 1 year of hospitality experience required.
• Previous luxury hospitality experience preferred.
• Previous Opera Cloud experience preferred.
• High school diploma or equivalent required.
• Hospitality diploma preferred.
• Proficient in English (verbal and written); second language is an asset.
• Ability to handle multiple tasks in an intense, fast-paced environment.
• Ability to focus on guest needs while remaining calm and courteous.
• Computer literate in Microsoft Office and able to work with various software and hotel systems.
• Professional presentation and strong interpersonal, organizational, analytical, and problem-solving abilities.
• Highly responsible and reliable with strong attention to detail.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively with colleagues as part of a team and with minimal supervision.
• Availability for mornings, evenings, overnight shifts, weekends, overtime shifts, and holidays.
• Ability to handle cash effectively and accurately.

Benefits

• Discounted hotel rooms and food & beverage rates at sister properties worldwide.
• Learning programs through Academies to support growth and development.
• Opportunity to develop talent and advance within the property and across the organization.
• Participation in Corporate Social Responsibility activities such as Planet 21 and WATCH.