Rooms Controller

Arlo DC • Washington, DC

5d • Onsite

About The Position

Arlo Hotels, an independent lifestyle hotel, is actively seeking a dynamic Room Controller. This role is responsible for welcoming and assisting in setting the tone for a guest’s experience through the coordination and organization of the hotel’s guest room inventory. The Room Controller will act as a liaison between the Housekeeping, Front Office, and Revenue departments regarding the status and distribution of all guest rooms.

Requirements

• Minimum of Hospitality, Retail or Services related industries experience preferred.
• Must be able to stand for periods of time (Up to 6 hours).
• Efficient in Computer and Typing Skills.
• Ability to lift 50lbs.

Nice To Haves

• Possessing excellent communication and leadership skills.
• Strong, creative problem solver.
• Proactive, self-starter who can work well both independently and as part of a team.
• Confident and able to think clearly and strategically on your feet and under pressure.
• Love to negotiate and create win-win situations for customers, owners, and reservations team alike.

Responsibilities

• Welcome and assist guests, setting the tone for their experience.
• Coordinate and organize the hotel’s guest room inventory.
• Act as a liaison between Housekeeping, Front Office, and Revenue departments.
• Treat guests with courtesy and respect in various situations.
• Connect with guests daily, providing exceptional customer service and creating memorable experiences.
• Respond to guest complaints promptly and professionally.
• Report guest concerns or comments to the Front Desk Supervisor/Duty Manager.
• Establish and develop long-term customer relationships, providing value and profitability.
• Enhance guests' stay by creating an inviting atmosphere.
• Coordinate and multi-task job duties in an active environment.
• Organize guest room movies.
• Control inventory on sell-out days.
• Supervise upgrades.
• Handle VIP arrivals and information.
• Assist at the front desk with check-in, check-out, and overall front desk operations during peak periods, staffing shortages, or as directed.
• Answer incoming guest calls and assist with inquiries, guest requests, and service recovery.
• Support monitoring of the DC Hosts email inbox, ensuring timely addressing of guest requests, operation communications, and follow-up items.
• Block early arrivals, special needs guests, and VIPs.
• Orchestrate room moves, communicate, and expedite guests waiting for rooms.
• Review/Track/Accommodate requests for room/check-out changes when possible.
• Review all group resumes and ensure appropriate information is communicated to employees.
• Meet with Sales Coordinator & Revenue Manager daily.
• Ensure VIP rooms, key packets, and site showrooms are ready by 1 PM or by the appropriate arrival time.
• Approach all encounters with guests, employees, and members in a professional and personalized manner.
• Actively participate in daily briefings and meetings.
• Ensure the safety and confidentiality of all matters pertaining to guests and members.
• Confirm reservations and cancellations.
• Review out-of-order rooms daily.
• Ensure rates match market codes and document exceptions.
• Identify any over-commitments.
• Perform duplicate reservation checks; block rooms.
• Complete Rooms Controller checklist.
• Coordinate pre-registration and pre-key preparation for groups with contracted pre-key services.
• Use selling techniques to make reservations that support property selling strategies.
• Maximize yield opportunities and meet revenue goals.
• Assign suites, specialty room types, and ADA rooms in advance.
• Manage processes associated with demand, revenue, forecasting, opportunity analysis, and inventory management.
• Implement hotel pricing strategy of transient and group business with hotel leadership and revenue management team.
• Partner with marketing to drive direct business, elevate reputation, and identify future market opportunities and effectively communicate through the organization.
• Ensure daily communication between Reservations and Front Office regarding inventory, and Group/Convention arrivals.
• Monitor inventory - brand availability and overbooking – parameters.
• Ensure all FIT promotions are built properly in CRS.
• Issue stop sells when needed.
• Build strong partnerships with internal customers and outside vendors.
• Assist DRM to upload STR information through STR and internal report.
• Build all rate codes and oversee packages.

What This Job Offers

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