Rooms Controller - Hotel Operations

About the role

Located in the heart of Midtown Manhattan, Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy. Our hotel is more than a destination; it is a stage where music, design, and service come together to create unforgettable moments. At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience. Together, we create an environment that is vibrant, refined, and authentically Hard Rock.

We are seeking a Rooms Controller to join our team. In this role, your day is shaped by supervising room inventory, guest accommodation, loyalty program administration, and operational coordination to ensure exceptional guest experience and efficient hotel operations. This role serves as a key liaison supporting the administrative and operational functions of Front Office, Housekeeping, Engineering, Bell Services, Reservations, Accounting, Food & Beverage, and Hotel Leadership. The Rooms Controller oversees room assignments, rate accuracy, loyalty program transactions, guest folio management, room inventory controls, and administrative support functions while maintaining compliance with brand standards and company procedures.

The position requires a strong understanding of hotel systems, revenue management practices, guest recognition programs, and operational workflows. Every internal interaction becomes a chance to take initiative to offer assistance throughout the property, whether you’re participating in a sound check meeting or coordinating operations. Your goal is simple: help create an environment where guests feel welcomed, coworkers acknowledged, and continue to strengthen our incredible culture.

Responsibilities

• Supervise room inventory and guest accommodation
• Administer loyalty programs and coordinate operational functions
• Oversee room assignments, rate accuracy, and guest folio management
• Manage room inventory controls and administrative support functions
• Maintain compliance with brand standards and company procedures
• Liaise with Front Office, Housekeeping, Engineering, Bell Services, Reservations, Accounting, Food & Beverage, and Hotel Leadership
• Ensure all guest information is accurate and maintained in an organized manner
• Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank
• Receive, track, and follow up on all service requests, problems, and complaints

Requirements

• At least two years of prior front office, reservations, or revenue experience
• Ideally within a four- or five-star hotel environment
• Ability to communicate clearly, stay patient under pressure, and approach every situation with tact and professionalism
• Comfort with reading instructions, performing basic math, and speaking confidently with coworkers and management
• Previous experience in room inventory, PMS management, rate and reservation accuracy, guest folio processes, and financial controls
• Understanding of lifestyle hotels, loyalty program administration, and service order coordination
• Willingness to work evenings, weekends, and holidays

What You Bring, The Hard Rock Standard

• Anticipate guest needs and act with intention
• Deliver service that is both polished and personal
• Take ownership of every administrative detail of the guest journey
• Contribute to a collaborative, energized, and high-performing culture
• Detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment
• Natural leader who communicates effectively, leads with professionalism, and inspires those around you
• Ability to anticipate needs, solve problems, and maintain high standards

Benefits

• Comprehensive benefits package including medical, dental, vision, paid time off, and retirement savings
• Employee perks

Pay

$23 - $33/hour