Rooms Controller

BallenIsles Country Club•Bend, OR

14h•$29 - $31

About The Position

The Resort Rooms Controller plays a critical role in curating exceptional guest experiences through strategic room assignment and inventory management. At Juniper Preserve, this position goes beyond logistics, ensuring every guest arrival is thoughtfully planned, personalized, and aligned with the resort’s brand standards. This role partners closely with Front Office, Housekeeping, Guest Services, and Engineering to deliver seamless operations, anticipate guest needs, and uphold the highest levels of service excellence.

Requirements

Hospitality degree preferred or equivalent luxury hotel/resort experience
2-4 years of experience in Rooms Division, preferably within a luxury hotel or resort environment
Advanced proficiency in property management systems (e.g., Springer-Miller Preferred)
Strong understanding of service standards and guest personalization practices
Exceptional attention to detail and organizational skills
Ability to remain composed and decisive in a fast-paced, high-expectation environment
Excellent interpersonal and cross-departmental communication skills
Flexibility to work varied shifts, including weekends and holidays
Guest experience and personalization
Strategic inventory and revenue awareness
Discretion and professionalism
Cross-functional collaboration
Anticipatory service mindset
Problem-solving with a focus on service recovery

Responsibilities

Oversee and optimize daily room inventory to maximize occupancy, revenue, and guest satisfaction
Curate room assignments with a focus on personalization, considering guest preferences, stay history, VIP status, and special occasions
Pre-block and meticulously prepare arrivals for VIPs, repeat guests, and high-value clientele
Manage upgrades and suite allocations strategically to enhance guest satisfaction and loyalty
Identify opportunities to elevate the guest journey through thoughtful room placement and surprise-and-delight moments
Collaborate with Revenue Management to implement pricing strategies, promotions, and demand-based controls
Monitor booking pace, pickup trends, and forecasting to support revenue optimization
Analyze performance metrics (ADR, occupancy, conversion rates) and implement improvements
Collaborate with Housekeeping to prioritize room readiness, ensuring suites and premium accommodations meet luxury presentation standards
Partner with Guest Services teams to anticipate and fulfill special requests and experiences
Coordinate closely with Engineering to ensure timely resolution of maintenance issues affecting guest rooms
Support group and event arrivals by ensuring seamless rooming list execution and tailored accommodations
Maintain real-time accuracy of room status (clean, inspected, out-of-order, out-of-service) within the PMS
Monitor and execute overbooking strategies in alignment with revenue goals while preserving guest experience
Oversee all reservation channels, including direct bookings, online travel agencies (OTAs), and third-party partners
Ensure accurate input and management of room inventory, rates, packages, and restrictions in the PMS/CRS
Coordinate and monitor owner and vacation rental reservations
Maximize conversion rates through effective inquiry handling, upselling, and personalized recommendations
Ensure all guest communications (phone, email, online) reflect luxury service standards and attention to detail
Resolve room-related guest concerns with professionalism, discretion, and a service recovery mindset