Guest Experience Controller

AccorHotel•New York, NY

11d•Onsite

About The Position

As a Guest Experience Controller, you will serve as a key point of contact for guests before, during, and throughout their stay. This dynamic, role is a combination of the warmth of hospitality with strategic upselling to elevate the guest journey. You'll handle inbound requests for in-room dining, amenities, and special services while simultaneously driving revenue through proactive room control selling—offering upgrades, add-ons, and personalized stay enhancements. This hybrid role requires exceptional communication skills, a high level of organization, and the ability to multitask across departments in a fast-paced luxury environment. This is not a traditional call center or front desk job—it’s an integration of guest engagement and revenue-generating role. You'll help create memorable and unforgettable stays while influencing the business in meaningful ways. It’s the perfect opportunity for someone passionate about hospitality and looking to grow in both service and sales.

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.
Ability 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.
Fluent in English; additional languages a plus
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

Responsibilities

Manage daily room assignment process to ensure guest preferences and operational requirements are met.
Coordinate 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.
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.
Coordinate 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.
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.
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.