Rooms Controller

70 Centennial Olympic Park OZ Employer LLC DBA Hotel Phoenix•Atlanta, GA

1d•Onsite

About The Position

The Rooms Controller is responsible for managing room inventory, overseeing OTA arrivals, coordinating VIP experiences, and serving as a key liaison between departments to ensure all guest requests are fulfilled. This role supports both transient and group business, ensuring smooth pre-arrival, check-in, and in-house guest operations while maintaining high service standards.

Requirements

Ability to stand, sit, or walk for extended periods
Ability to lift up to 10 lbs without assistance
Comfortable using PMS systems, computers, and POS systems

Responsibilities

Assign rooms based on guest preferences and requests whenever possible
Manage and verify all OTA arrivals, ensuring reservation accuracy and proper system integration
Coordinate and oversee VIP arrivals, including room blocking, amenities, and special arrangements
Organize and execute pre-registration and key packet preparation for arrivals and groups
Coordinate group check-ins and pre-registration processes with relevant departments
Review, track, and accommodate room changes, early arrivals, and late departures
Monitor and maintain balanced room inventory to optimize occupancy and availability
Work closely with Housekeeping, Engineering, and other departments to track and manage out-of-order and out-of-service rooms
Identify and manage over-commitments and inventory discrepancies
Confirm reservations, cancellations, and perform duplicate reservation checks
Verify rates match market codes and document any exceptions
Ensure proper billing setup and payment authorization for all transient guests
Handle guest documentation, filing, and reservation verification (including links/certifications)
Process and support guest check-ins/check-outs and activate room keys as needed
Run and review daily operational reports
Act as a liaison between Front Desk, Housekeeping, Engineering, Sales, and other departments
Ensure all guest requests (transient) are communicated and fulfilled promptly
Follow up with guests to ensure satisfaction and resolution of issues
Receive, record, and relay messages accurately and professionally
Responsible for PBX/phone operations during downtime or high call volume
Courtesy call for all arrivals (Nuvola)
Follow all company policies and procedures
Maintain a professional appearance and demeanor
Protect confidential and proprietary information
Deliver exceptional guest service, anticipating and responding to guest needs
Communicate clearly and professionally with guests and team members
Support guests with special needs or accommodations
Build strong interdepartmental relationships and support team goals
Serve as a role model within the department
Comply with all quality assurance and brand standards
Perform other duties as assigned by management