Hotel Group Rooms Controller - FULL TIME

The Guest House at Graceland•Memphis, TN

About The Position

This full-time Operations Department position supports the Hotel Manager and Director of Sales. The Hotel Group Rooms Controller serves as a liaison for room-related requests among Sales, the Front Desk, and Housekeeping, and works with departments throughout the resort to help ensure functions run smoothly and guest expectations are met or exceeded. Working hours are variable and flexible, with weekends, holidays, and overtime as required. Benefits are offered after successful completion of a 60-day introductory period. This is a promotional opportunity open to internal and external applicants. The role manages room assignments and group reservations, coordinates special requests and VIP guest experiences, and handles reservation details with external travel agency partners. It also supports accurate billing and group reconciliation, coordinates room availability with Engineering and Housekeeping, and communicates occupancy issues and unmet accommodations to relevant departments and management. The employee may also assist with special projects and assignments requested by Leadership.

Requirements

High school diploma or equivalent education required.
Prior reservations or group coordinator experience required.
Ability to speak, read, write, and understand the primary language or languages used in the workplace.
Good verbal and written communication skills.
Basic computational ability.
Basic computer skills, including Microsoft Word, Excel, and account management software.
Excellent interpersonal and sales-related skills.
Exceptional organizational skills and ability to handle multiple daily tasks and projects.
Ability to type accurately at least 50 words per minute.
Ability to work independently with little or no supervision.
Ability to work extended hours and weekends as business demands require.
Must pass a background check and pre-employment drug test.
Must maintain a neat, clean, and well-groomed appearance according to company standards.
Talking and hearing occur continuously while communicating with guests, supervisors, and subordinates.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Review arrival reports and strategically plan room assignments in the property management system for individual and group reservations, coordinating special requests.
Monitor multiple VIP channels to ensure appropriate room assignments and coordinate the guest experience.
Monitor and update external partner travel agency reservations through email and extranet channels.
Maintain Out of Order and Out of Service room records in coordination with Engineering and Housekeeping.
Respond to reservation points of contact and guests regarding upcoming hotel stays.
Input rooming lists and provide web links and directions for online reservation blocks.
Communicate oversells, challenges, unmet special accommodations, and related matters to departments, including management.
During high-occupancy periods, safeguard room assignments for future arrivals, including one- or two-night gaps.
Verify external partner travel agencies’ daily billing details and establish appropriate reservation routing for accurate completion.
Place VIP reservations into management and VIP status.
Prepare finalized group pick-up reports for reconciliation and billing.
Independently handle multiple tasks effectively and efficiently.
Maintain a professional, pleasant, and enthusiastic demeanor.
Assist with special projects and assignments as requested by Leadership.