Rooms Controller
Highgate Hotels•New York, NY
•Onsite
About The Position
The Rooms Controller partners with Front Office, Housekeeping, Revenue Management, Sales, Food & Beverage, and Finance to ensure accurate inventory control, smooth arrivals and departures, and thoughtful handling of guest needs. The role requires strong judgment, attention to detail, and the ability to balance guest experience with commercial outcomes at Park Lane New York, a 610-room hotel in New York City.
Requirements
- Strong judgment and attention to detail.
- Working knowledge of property management systems (PMS), OTA extranets, upsell platforms, and guest satisfaction tools.
- Strong analytical, organizational, and problem-solving skills.
- Clear communication skills and ability to collaborate across departments.
- Comfort operating in a fast-paced, high-volume urban hotel setting.
Nice To Haves
- Prior experience in Front Office, Rooms Operations, Reservations, or a similar role in a large hotel environment.
Responsibilities
- Balance daily room inventory across transient, group, and contracted business, aligning it with forecasted demand and operational realities.
- Strategically block rooms while accounting for VIPs, groups, extended stays, maintenance, housekeeping flow, and special guest requirements.
- Clear daily due-outs and resolve room-status discrepancies to maintain system accuracy and support seamless check-ins.
- Manage and optimize the Nor1 upsell platform, maintaining accurate inventory and fulfilling confirmed upgrades.
- Partner with Revenue Management on yield strategies, overbooking controls, sell-out dates, and compression management.
- Monitor room-type availability and assist with inventory decisions that support guest satisfaction and revenue performance.
- Review, respond to, and analyze guest satisfaction surveys from Hyatt channels and third-party platforms.
- Compile and maintain guest satisfaction score dashboards, highlighting trends, root causes, and improvement opportunities.
- Share guest satisfaction insights with leadership and department heads to support service recovery, training, and continuous improvement.
- Manage OTA extranets, ensuring accurate rates, availability, restrictions, and content.
- Respond promptly to OTA inquiries, reservation issues, and guest feedback, protecting revenue and brand reputation.
- Analyze OTA performance data to identify booking trends, production shifts, and optimization opportunities.
- Manage group room blocks from contract loading through departure, including rooming lists, pickup monitoring, cut-off management, and block adjustments.
- Coordinate with Sales, Front Office, and Revenue to optimize group inventory and release it appropriately.
- Support group routing, billing instructions, and special arrangements for smooth execution and accurate billing.
- Assist with routing and billing setup for individual and group reservations.
- Monitor, research, and resolve open folios, PM accounts, and unsettled balances.
- Settle and close open folios with the Finance team, ensuring compliance with internal controls and audit standards.
- Maintain and order supplies for front desk and guest-facing operations.
- Prepare Food & Beverage guest vouchers and ensure accurate tracking and authorization.
- Support front office leadership during high-occupancy periods, special events, and peak arrival days.
- Control and communicate out-of-order rooms daily.
- Assist with walks and arrange alternate accommodations.
- Ensure rate codes match reservations.
- Communicate daily with Housekeeping regarding room priorities, early arrivals, late departures, and service recovery needs.
- Coordinate with Food & Beverage on VIP amenities, vouchers, and group-related guest arrangements.
- Serve as a liaison between departments to support alignment, clarity, and consistent guest experiences.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term and long-term disability insurance
- 401(k) retirement plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave in accordance with applicable law
- Employee assistance program (EAP)
- Educational opportunities and tuition reimbursement
- Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
