Rooms Controller

The Camby, Autograph Collection•Phoenix, AZ

2d•Onsite

About The Position

As a Rooms Controller, you will be the creative pulse of our guest journey—turning digital messaging into meaningful connections, empowering seamless stays, and bringing our unique lifestyle brand to life. If you thrive on creating memorable experiences, anticipating needs, and making every moment count for our guests, we invite you to join our dynamic team at The Camby and elevate your hospitality career with us.

Requirements

Previous experience in a customer service role, preferably in a hotel or hospitality environment
Excellent communication and interpersonal skills
Previous cash handling experience required
Strong problem-solving abilities and the ability to remain calm under pressure
Proficiency in computer systems and demonstrated experience with hotel property management software
Outstanding organizational and multitasking skills
Ability to work flexible schedules, including evenings, weekends, and holidays
High School diploma or equivalent

Responsibilities

Monitor and respond promptly to all guest communications received through Guest Experience Platform (GXP) and Kipsu, ensuring timely, professional, and personalized interactions.
Address guest requests, service recovery opportunities, and guest feedback in accordance with Marriott and The Camby service standards.
Coordinate with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments to fulfill guest requests and resolve concerns efficiently.
Document guest preferences, requests, service issues, and resolutions accurately within hotel systems.
Proactively engage with in-house guests through messaging platforms to anticipate needs, enhance satisfaction, and create memorable experiences.
Escalate urgent guest concerns to leadership and ensure appropriate follow-through until resolution is achieved.
Monitor guest feedback trends and communicate opportunities for operational improvement to hotel leadership.
Provide front desk coverage as operational needs require, including guest check-in and check-out, cash handling, room assignments, key issuance, and guest service assistance.
Serve as a resource for Front Desk Agents during peak business periods, staffing shortages, and high-volume arrivals.
Maintain a visible presence in the lobby and front office areas to support guest engagement, service recovery, and operational efficiency.
Assist with VIP arrivals, room moves, special requests, and guest issue resolution to ensure a seamless guest experience.
Support daily Front Office operations while balancing Rooms Control responsibilities related to room inventory, housekeeping coordination, and guest communications.