Rooms Controller - Front Office (Full Time)

Pier Sixty Six•Fort Lauderdale, FL

About The Position

The Rooms Controller is a detail-oriented, strategic, and service-driven member of the Front Office team responsible for managing room inventory, coordinating room assignments, and ensuring room readiness for seamless guest arrivals and efficient operations. The role serves as an operational bridge among the Front Desk, Housekeeping, Engineering, Guest Experience, and Groups and Events teams. It maintains accurate room status, optimizes inventory, and supports Forbes Travel Guide standards and exceptional guest service.

Requirements

High school diploma or equivalent.
At least 2–3 years of hotel operations experience, preferably in Front Office, Reservations, Rooms Division, or Revenue Management.
Strong understanding of hotel room inventory management, room assignments, occupancy levels, and room status coordination.
Working knowledge of Property Management Systems (PMS).
Proficiency in Microsoft Office, particularly Excel, Outlook, and Word.
Ability to analyze occupancy reports, room availability, arrival and departure patterns, and operational data.
Strong organizational skills and ability to manage multiple priorities in a fast-paced luxury hotel environment.
Excellent communication and interpersonal skills, with the ability to collaborate across operational departments.
Strong attention to detail and problem-solving skills, particularly with room discrepancies, special requests, VIP arrivals, and inventory challenges.
Ability to maintain confidentiality and exercise sound judgment with guest information and operational matters.
Flexibility to work varying shifts, including weekends and holidays, based on operational needs.
Ability to sit and work at a computer for extended periods; stand, walk, and move throughout the property as needed.
Ability to occasionally lift, carry, push, and pull materials weighing up to 15 pounds.
Ability to use a computer, keyboard, telephone, and other office equipment with frequent repetitive hand and wrist movements.
Ability to communicate effectively in person, by telephone, and in writing; read and interpret reports, schedules, reservations, occupancy data, and operational documentation.
Ability to maintain visual concentration when reviewing screens and documents, move between office and operational areas, and respond to competing priorities in a fast-paced environment.

Nice To Haves

Associate's or bachelor's degree in Hospitality Management, Hotel Administration, or a related field.
Previous experience as a Rooms Controller, Front Office Coordinator, Reservations Coordinator, or in a similar role.

Responsibilities

Maintain knowledge of and comply with resort and departmental policies, service procedures, and Forbes Travel Guide standards.
Strategically block and assign rooms based on guest preferences, VIP status, operational priorities, and inventory availability.
Review daily arrivals, departures, stayovers, and group movements to ensure rooms are properly allocated and ready.
Review group resumes and rooming lists, accommodate special requests, coordinate with group contacts, and ensure appropriate room types and upgrades are allocated.
Review reservations notes, assign group VIPs, and arrange for special requests and amenities to be actioned before arrival.
Balance room inventory daily to prevent overselling and optimize room utilization; proactively assign same-day reservations.
Monitor room availability and maintain accurate, real-time room status updates, notes, traces, and alerts in the Property Management System.
Coordinate with Housekeeping to prioritize cleaning and inspections, track room readiness, expedite early arrivals, resolve room status discrepancies, release inspected rooms promptly, and review and reassign queue rooms.
Work with Engineering to monitor out-of-order and out-of-service rooms, follow up on maintenance issues affecting availability, and ensure rooms return to inventory promptly.
Ensure VIP rooms are pre-blocked, inspected, aligned with guest preferences, and ready by 2 p.m. on the arrival date; coordinate with Housekeeping and place rooms on manual hold when an early arrival is known.
Review and process requests for early check-in, late check-out, connecting rooms, accessible rooms, and long-stay accommodations.
Anticipate sold-out situations and assist leadership with inventory challenges, including relocation strategies when necessary.
Support Front Desk operations by pre-assigning rooms and minimizing guest wait times and lobby congestion.
Monitor complimentary upgrades in line with revenue strategies and identify potential upsell opportunities.
Communicate room status, priorities, and changes to operational departments throughout the day.
Resolve room assignment discrepancies, last-minute changes, and other operational challenges promptly and professionally.
Monitor guest requests and escalate those not actioned within the expected timeframe, coordinating with Housekeeping and Front Office leadership.
Track out-of-order and out-of-inventory rooms daily, monitor their return to inventory, and escalate delays or concerns.
Perform additional duties assigned by the Supervisor or Management to support operations and guest service.