Hotel Rooms Controller

Stonebridge Hospitality Management

6d•$25 - $30•Onsite

About The Position

The Hotel's Rooms Controller/Reservations Supervisor is a direct support and liaison to the Front office team and reports to the Front Office Director. This position is responsible for overseeing the performance and day-to-day operations of the Hotel inventory through reservations Management and rooms inventory control. The position prioritizes auditing room rates, rooms and occupancy to ensure they align with business demands and needs. This position corrects and connects with guests and customers to ensure that reservations meet established standards and goals. This role also provides support to the Sales and Revenue teams with managing guest reservations, implementing hotel selling strategies, supervising processes and team activity.

Requirements

Minimum of 2 years of experience in a reservations or front desk role, preferably in a hotel environment.
Strong leadership and supervisory skills, with the ability to train and mentor team members.
Proficiency in hotel reservation systems and property management systems.
Excellent communication skills, both verbal and written, for interacting with guests and internal teams.
Strong organizational skills with the ability to manage multiple tasks and prioritize in a fast-paced environment.
Knowledge of hotel services, room types, rates, and promotions.
Ability to resolve guest complaints and handle difficult situations with professionalism.
Proficiency in Microsoft Office applications for managing reports and communication.

Responsibilities

Supervise the daily operations of hotel through rooms inventory management, ensuring all reservations are accurately entered into the system and within house availability and pricing.
Assist the Director of Front office and AGM in implementing strategies to maximize room occupancy and revenues.
Train and mentor team members on reservations procedures, selling techniques, and customer service standards.
Monitor performance and provide feedback to ensure goals and standards are met by all booking agents and agencies.
Handle guest reservation inquiries, modifications, and cancellations in a timely and professional manner.
Assist with managing group bookings, ensuring room blocks and rate agreements are properly maintained.
Ensure all guest requests are met, including special accommodations, room preferences, and amenities.
Resolve guest complaints and escalate issues to the Director of Front office when necessary.
Prepare reports on reservation activities, including daily and weekly occupancy forecasts.
Collaborate with the front desk, sales, and housekeeping departments to ensure smooth operations.
Maintain up-to-date knowledge of hotel services, room types, rates, and promotions.
Support the Director of Front office in administrative tasks and team leadership duties as required.