Rooms Controller Team Lead - The Hythe, a Luxury Collection Resort, Vail

Vail Resorts • Vail, CO

4d • $23 - $26 • Onsite

About The Position

The Hythe, a Luxury Collection Resort in Vail, is seeking a hardworking, detail-oriented team player to join our Reservations team as a Rooms Controller Team Lead. This role offers the unique benefit of being both a Vail Resorts employee and a Marriott associate, with competitive hotel discounts for employees as well as friends and family worldwide. The Rooms Controller Team Lead is responsible for overseeing room assignments prior to arrival, maintaining accurate inventory, and ensuring a seamless guest experience. This position plays a key role in coordinating between departments, optimizing occupancy, and supporting daily reservations operations.

Requirements

• Strong verbal and written communication skills in English.
• Excellent organizational skills and ability to multitask under pressure.
• Strong numerical and problem-solving abilities.
• Proven ability to build relationships with guests and team members.
• Minimum one year of customer service experience.
• Proficiency in Microsoft Office (Excel, Word) and internet applications.
• Ability to stand or sit for extended periods.
• Availability to work weekends and holidays.

Nice To Haves

• Bilingual (Spanish or other languages).
• Marriott Front Desk experience.
• Experience with Lightspeed, MARSHA, Outlook, or EMPOWER GXP systems.

Responsibilities

• Be knowledgeable about the hotel layout and services, including the location of guest rooms and their amenities.
• Be knowledgeable of all outlets and departmental hours of operation.
• Serve as a liaison between Reservations, Front Desk, and other hotel departments.
• Manage room blocking for all arrivals, ensuring optimal placement and guest satisfaction including upgrade opportunities.
• Oversee residence, suite and standard room block management.
• Maintain accurate inventory in MARSHA and Lightspeed systems.
• Maintain expert knowledge of room types, rates, and market codes.
• Conduct arrivals checks, duplicate reservation reviews, connecting room requests and inventory balancing.
• Review highly actionable guests in Guest Planning Screen – GOAL 90% or higher.
• Create GXP cases for loyalty preferences/requests and amenities.
• Process Suite Night Awards, Automatic Complimentary Upgrades and Accessibility cases in GXP and internal reservation requests.
• Monitor and adjust selling strategies, communicating updates to the Front Desk.
• Participate in daily stand-up meetings and communicate VIP arrivals and opportunities.
• Handle guest inquiries, special requests, and incoming reservation calls.
• Maintain a strong knowledge of hotel information, local attractions, dining options, transportation services, and in-house activities to effectively respond to guest inquiries.
• Ensure preparedness for system downtime or operational disruption.
• Support all functions related to the Reservations Specialist role.
• Performs other duties and responsibilities as assigned by management to support reservations operations and the overall guest experience.

Benefits

• Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons.
• MORE employee discounts on lodging, food, gear, and mountain shuttles.
• 401(k) Retirement Plan.
• Employee Assistance Program.
• Excellent training and professional development.
• Referral Program.
• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours).
• Free ski passes for dependents.
• Critical Illness and Accident plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed