Rooms Controller

Summary

The Rooms Controller is responsible for overseeing daily room operations to ensure optimal availability, quality, and guest satisfaction.
They lead the room assignment strategy with a focus on VIP guests, groups, and special requests, while coordinating seamlessly with Housekeeping, Maintenance, and the Front Office to guarantee timely room readiness.
The Rooms Controller serves as a key liaison with Revenue Management to align inventory and rates, ensuring consistent adherence to brand standards.
They provide leadership support to the Front Office team, manage overbooking and relocation scenarios, and conduct inspections of special or VIP rooms to deliver exceptional guest experiences.

**Qualifications**:
**Responsibilities**:

- Lead the room assignment strategy, prioritizing VIP guests, groups, special requests, and proper room rotation.
- Coordinate the operational flow between Housekeeping, Maintenance, and the Front Desk to ensure rooms are ready on time.
- Manage and mitigate overbooking situations, relocations, and room blocks to minimize guest impact.
- Analyze and report key performance indicators (KPIs) for the department, including productivity, turnaround times, and the percentage of rooms ready before check-in.
- Oversee the accurate and timely update of room statuses in the PMS system.
- Provide leadership support to the Front Office team.
- Collaborate closely with the Revenue Management team to align room availability and rates.
- Ensure brand and quality standards are consistently met in all rooms prior to guest arrival.
- Coordinate and conduct inspections of special or VIP rooms in collaboration with Housekeeping leadership.
- Cover Assistant Night Manager shifts during scheduled days off.

**Qualifications**:

- Bachelor’s degree in Hospitality Management, Tourism, or a related field (or equivalent experience)
- Minimum of 2-3 years of experience in Front Office operations, preferably in a luxury or upscale hotel environment
- Proficiency in PMS systems (such as Opera or similar)
- Strong leadership, communication, and problem-solving abilities
- Ability to motivate teams and handle guest situations with professionalism and empathy
- Excellent communication skills in both English and Spanish
- Availability to work flexible shifts, including nights, weekends, and holidays